Smart tourism services: Emerging trends and research agenda

Aim/purpose – This paper systematically reviews the development of smart tourism services (STS) as an emerging research stream, highlighting a shift from technology--driven approaches toward experience-centered and value-oriented service systems.

Design/methodology/approach – A two-phase hybrid methodology was applied, combining bibliometric analysis (2013 – January 2025) with systematic content analysis of 310 studies to examine the theoretical, methodological, and managerial foundations of STS research.

Findings – The results indicate an evolution from fragmented, technology-centric discourse toward integrated, user-oriented smart tourism service ecosystems. Four major research streams are identified, emphasizing value co-creation, experiential design, platform governance, and stakeholder coordination.

Research implications/limitations – This study provides researchers and policymakers with a structured basis of the STS domain, enabling them to better align technological innovation with tourist expectations, satisfaction, and behavioral outcomes in smart tourism ecosystems.

Originality/value/contribution – Distinct from infrastructure-focused reviews, this study offers a theory-informed synthesis of STS from the tourist perspective. Crucially, its contributions extend beyond the tourism domain, enriching broader academic discussions in service management, platform governance, and stakeholder coordination. By developing a comprehensive conceptual framework, this study demonstrates how digital service innovation directly informs managerial decision-making and fosters collaborative experiential value creation within complex digital eco-systems.