Fonte: Journal of Tourism & Development; Vol 47 (2024); 425-441
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Resumo: The tourism sector is characterised by its strong connection between its operators and their consumers, and this connection has been adapted in line with the technological improvements that have been developed and is now greatly influenced by the entire digital environment that surrounds today's society. In this way, tourism has increasingly begun to integrate various digital platforms into its business strategies, particularly its marketing strategies. Given this scenario, the aim of this study is to understand the perspective of tourist consumers on their tourist experience, in relation to the use of digital means and processes utilised by tour operators. The methodology applied consisted of online surveys of individuals belonging to generations Y and Z, living in Portugal, from which a sample of 251 respondents was obtained. From the results gathered, it was possible to conclude that tourism consumers adopt digital means for booking, detailed information and travel planning and that operators should take advantage of search engines such as Instagram, Booking and TripAdvisor to actively engage with consumers and adapt to technological preferences that are constantly evolving.
