Purpose – The objective of this study is to investigate four axes covered by the model developed by Segittur – technology, innovation, accessibility and sustainability – considering the experience of tourists who visited Smart Destinations (SD) in Spain.
Design/methodology/approach – The research methodology used a qualitative and quantitative approach and the study was characterized as exploratory and descriptive. Different data collection strategies were used: a) fieldwork with non-participant observation in 08 SD selected according to pre-established criteria, b) application of questionnaires, of which 118 were valid, and 11 interviews. The quantitative data were tabulated and processed using Excel, and analyzed using SPSS software. With the support of the software, the results were achieved based on descriptive and multivariate statistics. For the qualitative data, content analysis was performed using NVivo software. Four categories guided the analyses: technology, innovation, sustainability and accessibility. Data triangulation was used to group the different results and establish the study's inferences.
Findings – It was found that the research participants used technological tools to facilitate their tourist experience, with emphasis on Wi-Fi services, QR codes and applications. The volunteers had difficulty recognizing innovations in the destinations and, in this area, they qualified public transportation as innovative. The sustainability area was perceived, above all, in the care of cities in general, with urban and beach cleaning. Accessibility was observed in public transportation, access to beaches and care for heritage.
Practical implications – This article can help qualify managers, political leaders and researchers interested in the SD topic because the Spanish tourism management model is relevant and strategic in the current global context. In addition to being a pioneering and important reference for different countries, Segittur's SD model further enhances Spain as one of the world's top international destinations.
Originality/value – Since research on SD is still in its infancy, the on-site analysis of the model developed by Segittur in eight Spanish destinations deepens the discussion and, considering the experience of tourists who visited the SD investigated, contributes to filling gaps on the topic.
Research limitations – Even though it constitutes one of the axes of the SD model analyzed in this article, governance was only indirectly considered in this research because tourists' perception of this topic is complex and difficult to understand.
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Turismo: Visão e Ação, linked to the Graduate Program in Tourism and Hospitality - Master's and Ph.D., is a scientific journal published in a continuous flow system, with an interdisciplinary and international scope. According to Qualis/CAPES criteria (2017-2020), it is classified as 'A3' in the fields of Administration, Accounting Sciences, and Tourism. Registered with ISSN number 1983-7151, Tourismo: Visão e Ação began its activities in 1998 with printed publications in English and Portuguese. In 2008, it transitioned to an online publication, expanding its reach to a broader audience. It maintains a policy of being an open-access journal without submission or access fees. The abbreviated title for the journal is Tur., Visão e Ação, commonly used in bibliographies, footnotes, references, and bibliographic captions.
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