High touch meets high tech FÓRUM eTurismo: mundo digital

High touch
meets
high tech
Ana Brochado
ISCTE-IUL
[email protected]
FÓRUM eTurismo: mundo digital ao serviço da educação e formação
em turismo| 23 de setembro de 2015
eHigh touch
meets
high tech
MARKET CONTEXT
e-Tourism Experience
High Tech
High Touch
H TRENDS
C
R
A
E
S
E
R
&
HE
TENDÊNCIAS CONSUMIDOR
MOBILE, MOBILE, MOBILE
WEB 2.0 …
Social media
TECHNOLOGY
Mutiple Screen
MOBILE
SOLOMO
Customer driven
Big Data (pictures, text)
MOBILE COMPUTING
ACCESS
Social Environments
Digital Story Telling
e-Tourism High tech High touch
Global Target
REAL TIME
Tourism Experience
Social Media Reputation
Gamification
e-learning
Sharing Economy
User Generated Content
INNOVATION CO-CREATION
Disintermediation
CRM PROSUMER
Listening
EXPERIÊNCIA
Antes
Durante
Após
e-Tourism
How high tech meets high touch in
tourism HE?
Executive Master in Management in Hospitality &
Tourism
MSc in Hospitality and Tourism Management
double degree with Rosen College of Hospitality Management at the University of Central Florida
PhD. Tourism Management
double degree with Universidade Europeia – Laureate International
Universities
NEW MARKETING RESEARCH
EVOLUTION
OR
REVOLUTION?
SOCIAL MEDIA & BIG DATA
gs
o
l
B
ory Mining
t
a
p
ici
t
r
uzz
a
B
P
d
an search
g
o
l
B
e
R
e
n
s
Onli unitie ,
m
Com esearch rkets,
l
a
R
WE- ctive M g virtua
i
n
Pred arch usi l games
a
Rese s/ Soci
ld
wor
Áreas de Investigação
VídeoForTravel|2012
Team ISCTE-IUL: Virgínia Trigo| Hélia Gonçalves Pereira| Cristina Almeida| Rita Alves
RESEARCH OUTPUT – EXEMPLO DE ARTIGOS CIENTÍFICOS
Loureiro, S. M. C., 2015| The role of website quality on PAD, attitude and intentions to
visit and recommend island destination| International Journal of Tourism Research.
Brochado, A., Gameiro, C. & Rita, P. , 2015| Exploring backpackers' perceptions of the
hostel' service quality. International Journal of Contemporary Hospitality Management.
Pereira, H., Salgueiro, M. F. & Mateus, I., 2014| Say yes to Facebook and get your
customers involved! Relationships in a world of social networks| Business Horizons