Stakeholder engagement in the design of scenarios of technology-enhanced tourism services

McCabe, Scott; Sharples, Mike and Foster, Clare (2012). Stakeholder engagement in the design of scenarios of technology-enhanced tourism services. Tourism Management Perspectives(4) pp. 36–44.



The rapid uptake of mobile and digital technologies has the potential to radically transform city-visiting experiences. This will result in a transition from technology that is owned and delivered by tourism organisations towards software developed by third party organisations that is owned and managed directly by tourists. Tourism providers in destinations must collaborate in service provision in order to develop integrated services to meet the needs of tourists and remain competitive. This paper argues that scenario-based design (SBD) offers a useful tool to generate innovative ideas for destination service development and to break down barriers to collaboration amongst tourism stakeholders. We report a study, which engaged city stakeholders in envisioning innovative, technology-based tourism services. We outline this process, discuss the value of SBD in multi-stakeholder service design, and make recommendations for future work in this area.

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  • Item ORO ID
  • 33770
  • Item Type
  • Journal Item
  • ISSN
  • 2211-9736
  • Project Funding Details
  • Funded Project NameProject IDFunding Body
    Not SetNot SetRCUK’s Horizon Digital Economy Research Hub grant, EP/G065802/1
  • Keywords
  • scenario-based design; stakeholder engagement, service design; technology-enabled tourism; mobile tourism
  • Academic Unit or School
  • Institute of Educational Technology (IET)
  • Copyright Holders
  • © 2012 Elsevier Ltd.
  • Depositing User
  • Mike Sharples