Designing for Experiences in Smart Tourism : An Experience Design Process for Tourists’ Smart Experiences = 스마트관광 체험설계 : 관광객의 스마트체험을 위한 체험설계 과정

다국어 초록 (Multilingual Abstract)

The purpose of this research is to develop an experience design process for tourists’ smart experiences in smart tourism. This research first conducted systematic literature reviews about tourists’ smart experiences and experience design in smart tourism. The researchers used the meta-synthesis method and the qualitative meta-synthesis method to conduct the literature reviews, respectively. The literature reviews provided some theoretical implications for tourists’ smart experience design, including the characteristics of tourists’ smart experience and experience design, the structure and the content of tourists’ smart experience, etc. Then, the researcher performed case studies to gain practical implications for tourists’ smart experience design. This research chose two Chinese smart destinations and conducted in-depth interviews and participatory observation to collect the data. Based on the theoretical background and practical implications, this research proposed a “CSLP” experience design process model for tourists' smart experience design. The design process model contains an iterative
circle (one circle), front stage and backstage (two stages), technology layer, context layer, service layer (three layers), and pre-travel phase, on-travel phase, post-travel phase, synthesis phase (four phases). Finally, this research used the “CSLP” experience design process model to promote tourists’ smart experiences at The Rice Paper Cultural Park. This research systematically articulated the theoretical foundations and dimensions of tourists’ smart experience design, which provides theoretical implications for future researchers. The “CSLP” experience design process model can also help designers plan and design for tourists’ smart experiences and enhance smart services provided by smart tourism
destinations.

국문 초록 (Abstract)

본 연구의 목적은 스마트 관광에서 관광객의 스마트 체험을 위한 체험 설계 과정을 개발하는 것 이다. 본 연구는 먼저 스마트 관광에서 관광객의 스마트 체험과 체험 설계에 대한 체계적 문헌 고찰을 실시하였다. 연구자들은 메타합성법과 정성적 메타합성법을 이용하여 각각 문헌 고찰을 실시하였다. 문헌 고찰은 관광객의 스마트 체험 및 체험 설계 특성, 관광객의 스마트 체험 구조및 내용 등 관광객의 스마트 체험 설계에 대한 몇 가지 이론적 시사점을 제공하였다. 그리고 나서 연구자는 관광객의 스마트 체험 설계에 대한 실무적 시사점을 얻기 위해 사례 연구를 수행하였다. 본 연구는 중국의 스마트 여행지 2곳을 선택하고 심층 인터뷰와 참여 관찰을 실시하여 자료를 수집하였다. 본 연구는 이론적 배경과 실무적 시사점을 바탕으로 관광객의 스마트 체험 설계를 위한 "CSLP" 체험 설계 과정 모델을 제안하였다. 설계 과정 모델은 반복적인 원(원), 전·후단계(2단계), 기술 계층, 맥락 계층, 서비스 계층(3계층), 여행 전 단계, 여행 중 단계, 여행 후 단계, 종합 단계(4단계)를 포함한다. 마지막으로 본 연구는 쌀 종이 박물관에서 관광객의 스마트 체험을 홍보하기 위해 "CSLP" 체험 설계 과정 모델을 사용하였다. 본 연구는 관광객의 스마트 체험 설계의 이론적 토대와 차원을 체계적으로 분절화하여 향후 연구자들에게 이론적 시사점을 제공하였다. "CSLP" 체험 설계 과정 모델은 또한 디자이너들이 관광객의 스마트 체험을 계획하고설계하여 스마트 관광지에서 제공하는 스마트 서비스를 제고하는 데 도움을 줄 수 있다.

목차 (Table of Contents)

• Chapter 1 Introduction 2
• 1.1 Research Background 2
• 1.2 Research Gaps 3
• 1.3 Research Purpose, Objectives, and Questions 4
• 1.3.1 Research Purpose 4
• 1.3.2 Research Objectives 5
• 1.3.3 Research Questions 5
• 1.4 Significance and Research Contributions 6
• 1.5 Structure of the Thesis 7
• Chapter 2 Theoretical Background 9
• 2.1 Tourist Experience in Smart Tourism 9
• 2.1.1 Theoretical Underpinnings of Tourist Experience 9
• 2.1.2 The Definition of Tourists’ Smart Experiences 13
• 2.2 Experience Design in Smart Tourism 16
• 2.2.1 The Definition of Experience Design 16
• 2.2.2 Dimensions of Tourists’ Experience Design 17
• 2.2.3 Tourists’ Experience Design Approach 18
• 2.3 Experience Design Process Models 20
• 2.3.1 Prescriptive Design Models 20
• 2.3.2 Descriptive Design Models 21
• 2.3.3 Integrative Design Models 22
• 2.4 Summary 23
• Chapter 3 Research Process and Methods 25
• 3.1 Research Process 25
• 3.2 Research Methodology 26
• Chapter 4 Systematic Literature Review of Tourists’ Smart Experience Design 29
• 4.1 Tourists’ Smart Experience 29
• 4.1.1 Research Method 29
• 4.1.2 Research Procedure 30
• 4.1.3 The Results of Meta-synthesis 31
• 4.1.3.1 The Content of Tourists’ Smart Experience 32
• 4.1.3.2 The Structure of Tourists’ Smart Experience 33
• 4.1.3.3 The Characteristics of Tourists’ Smart Experience 35
• 4.2 The Characteristics of Tourists’ Smart Experience Design 36
• 4.2.1 Research Method 36
• 4.2.2 The Procedure of The Meta-ethnography 38
• 4.2.3 The Results of The Meta-ethnography 43
• Chapter 5 Case Study: Tourists’ Smart Experiences at Two Smart Tourism Destinations 46
• 5.1 Background 46
• 5.1.1 Huangguoshu Scenic Area 46
• 5.1.2 Niushou Mountain Cultural Tourism Area 47
• 5.2 Research Questions and Research Design 49
• 5.3 Research Process and Findings 49
• 5.3.1 In-depth Interviews 49
• 5.3.1.1 Participants 49
• 5.3.1.2 The Procedure of The Interviews 50
• 5.3.1.3 The Process of Data Analysis 51
• 5.3.1.4 Findings 51
• 5.3.2 Participatory Observation 55
• 5.3.2.1 The Process of The Participatory Observation 56
• 5.3.2.2 The Results of The Participatory Observation 58
• 5.4 The Practical Implications for Tourists’ Smart Experiences 59
• Chapter 6 The “CSLP” Design Process Model for Tourists' Smart Experiences Design 62
• 6.1 One Circle 62
• 6.2 Two Stages 63
• 6.2.1 Frontstage 63
• 6.2.2 Backstags 64
• 6.3 Three Layers 65
• 6.3.1 Technology Layer 65
• 6.3.2 Context Layer 65
• 6.3.3 Service Layer 66
• 6.4 Four Phases 66
• 6.4.1 The Pre-travel Phase 67
• 6.4.2 The On-travel Phase 67
• 6.4.3 The Post-travel Phase 68
• 6.4.4 The Synthesis Phase 68
• Chapter 7 Design Case: Tourists’ Smart Experiences with The Rice Paper Cultural Park 70
• 7.1 Background 70
• 7.2 Research Question 71
• 7.3 Research Process 72
• 7.3.1 Conducting Field Research with Tourists and Stakeholders 72
• 7.3.2 Generating Tourist Experience Maps Based on The Interviews 74
• 7.3.3 Discovering Pain Points and Opportunities 77
• 7.4 Design Suggestions for The Rice Paper Cultural Park 79
• 7.4.1 Enhancing the Introduction Board 79
• 7.4.2 Employing Dynamic and Interactive Exhibitions 79
• 7.4.3 Promoting Smart Self-service Devices 80
• Chapter 8 Conclusion 82
• 8.1 Research Conclusion 82
• 8.2 Research Implications 83
• 8.2.1 Theoretical Implications 83
• 8.2.2 Practical Implications 84
• 8.3 Research Limitations and Future Research Suggestions 86
• 8.3.1 Research Limitations 86
• 8.3.2 Future Research Suggestions 88
• 참고문헌 90
• 영문초록 97