eTourism Challenges for Urban Tourism Destinations

Authored by: Sebastian Molinillo , Rafael Anaya-Sánchez , Antonio Guevara-Plaza

Routledge Handbook of Tourism Cities

Print publication date:  August  2020
Online publication date:  August  2020

Print ISBN: 9780367199999
eBook ISBN: 9780429244605
Adobe ISBN:


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The term eTourism refers to the use of information and communication technologies (ICTs) in tourism and reflects the digitalisation of all processes and the value chain in the tourism industry, as well as in strategic relationships with stakeholders (Buhalis and O’Connor 2005). In the last two decades the emergence and expansion of ICTs (Figure 25.1), such as the web, online booking systems, destination management systems, online marketing platforms, mobile devices and social networks, among other developments, have attracted the attention of many researchers in the tourism field (Gretzel et al. 2016, Uysal et al. 2016, Kim et al. 2018b). These technologies have brought new challenges, risks and dilemmas, in aspects as diverse as information processing (see Mariani et al. 2018), the adoption of knowledge management infrastructures (Ávila-Robinson and Wakabayashi 2018), the reinterpretation of destination brands (de Rosa and Dryjanska 2017) and the redefinition of the role of the tourist (Xiang 2018). As a consequence, despite the possibilities offered by ICTs, companies in the sector do not use them to their full potential, or even always appropriately (Whyte 2018).

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