Building the tourist experience of visitors to sustainable smart tourist destinations

Abstract

The aim of the study is to determine the impact of smart technologies on the formation of a positive experience of visitors to sustainable smart destinations. The aspects of consumer behavior in the context of the "Customer Journey Map" model are considered. A research framework was developed combining three research hypotheses. The proposed model was empirically tested on the basis of quantitative methods. Zaryadye Park in Moscow was chosen as a smart destination for the study. The results obtained demonstrated that smart technologies influence consumer behavior at all three stages of the “Customer Journey”. The strongest influence is manifested in the preliminary and active stages; at the reflexive stage it weakens. This study opens up a new understanding of the impact of smart technologies, its results have theoretical and marketing significance of sustainable smart destinations management systems.