Rev. Bras. Pesq. Tur. vol.11 número3

(1)

503

Rev. Bras. Pesq. Tur. São Paulo, 11(3), pp. 503-536, set./dez. 2017.

Is it i po ta t to e a s a t tou is desti atio ? Pu li

a age s’ u de sta di g of desti atio s i the state of

Pa a

1

É importante ser um destino turístico inteligente? A compreensão

dos gestores públicos dos destinos do estado do Paraná

¿Es importante ser un destino turístico inteligente? La comprensión

de los gestores públicos de los destinos del estado de Paraná

Ewerton Lemos Gomes2 José Manoel Gândara3 Josep A. Ivars-Baidal4

Abstract: The purpose of this article is to analyze how tourist municipalities in the state of Paraná understand and consider the importance of the concept of smart tourism destinations (STD) for their management. The study is justified by the relevance of the theme for destination management, considering the importance of new tech-nology for tourism development. The originality of the study is twofold: the approach to the topic of smart tour-ism destinations in the context of the state of Paraná and the data collection method, coming from a country (Spain) that is a reference in the studies of smart tourism destinations. With the contribution of the theoretical framework it was possible to understand the concepts that permeate the smart tourism destinations, such as tourist destinations, destination management, information and communication technologies (ICT). This under-standing was the base for the analysis carried out in the article. A mixed-method approach was adopted, since the quantitative and qualitative results were analyzed and validated through the pairing with the concepts dis-cussed in the theoretical framework. The data collection instrument was designed by the University Institute for Tourism Research, University of Alicante, Spain, and adapted to the reality of the municipalities of Paraná, aiming to cover a spectrum of responses consistent with the perceived reality, the population of the study comprised 224 municipalities, of which 76 answers were obtained. As main results, we highlight that municipalities understand the concept and its importance for management, however, none of the destinations has governmental structures

1_{This work is part of the Research Project "New approaches to business planning and management: concept,} analysis of experiences and problems". Definition of operating models for smart tourist destinations (Project CSO2014-59193-R) of the state program "I + D + I" of the Ministry of Economy and Competitiveness (Spain). 2_{Federal University of Paraná (UFPR). Curitiba, PR, Brazil. Elaboration of the theoretical framework, data}

collection, data analysis, writing of the work, preparation of the final article.

3_{Federal University of Paraná (UFPR). Curitiba, PR, Brazil. Supervisor of the study, data analysis, article review,} final approval.

4_{The University of Alicante (UA). Alicante, CV, Spain. Supervisor of the study, data analysis, critical review,} corrections and notes regarding the methodology, final approval.

(2)

504 Rev. Bras. Pesq. Tur. São Paulo, 11(3), pp.503-536, set./dez. 2017.

(regulatory frameworks), basic infrastructure or sufficient information to become, in coming years, smart tourism destinations.

Keywords:Tourism. Smart tourism destinations. Destination management. Information and communication Technologies. Paraná-Brazil.

Resumo: O presente artigo teve por objetivo analisar como os municípios turísticos do estado do Paraná com-preendem e consideram a importância do conceito de destinos turísticos inteligentes (DTI) para sua gestão. O estudo justifica-se pela relevância do tema para o desenvolvimento de políticas para a gestão de destinos turís-ticos, considerando a importância das novas tecnologias para o desenvolvimento do turismo, destaca-se tam-bém a originalidade do estudo devido a dois aspectos: a abordagem dada ao tema destinos turísticos inteligen-tes em detrimento a realidade do estado do Paraná e a metodologia utilizada na coleta de dados, proveniente de um país (Espanha) que é referência nos estudos de destinos turísticos inteligentes. Com o aporte do marco teórico foi possível a compreensão dos conceitos que permeiam os destinos turísticos inteligentes, tais como destinos turísticos, gestão de destinos, tecnologias da informação e comunicação (TIC). Essa compreensão em-basou as análises realizadas no artigo. A metodologia adotada neste artigo baseia-se em métodos qualitativos e quantitativos, uma vez que os resultados quantitativos e qualitativos foram analisados e validados através do emparelhamento com os conceitos discutidos no marco teórico. Para que os dados fossem coletados, um ques-tionário construído pelo Instituto Universitário Investigaciones Turísticas da Universidade de Alicante-Espanha foi adaptado para a realidade dos municípios paranaenses, visando obter um espectro de respostas condizentes com a realidade vivenciada, a população total do estudo compreendeu 224 municípios, desse total, foram obti-das 76 respostas. Como principais resultados, é válido destacar que os municípios compreendem o conceito e entendem sua importância para a gestão, no entanto, nenhum dos destinos apresenta estruturas governamen-tais (marcos regulatórios), infraestrutura básica ou informações suficientes para a evolução imediata para um destino turístico inteligente.

Palavras-chave: Turismo. Destinos turísticos inteligentes. Gestão de destinos. Tecnologia da informação e co-municação. Paraná-Brasil.

Resumen: El presente artículo tuvo por objetivo analizar cómo los municipios turísticos del estado de Paraná entienden y consideran la importancia del concepto de destinos turísticos inteligentes (DTI) para su gestión. El estudio se justifica por la relevancia del tema para el desarrollo de políticas para la gestión de destinos turísticos, considerando la importancia de las nuevas tecnologías para el desarrollo del turismo, se destaca también la originalidad del estudio debido a dos aspectos: el enfoque dado al tema destinos turísticos inteligentes en detri-mento de la realidad del estado de Paraná y la metodología utilizada en la colecta de datos, proveniente de un país (España) que es referencia en los estudios de destinos turísticos inteligentes. Con el aporte del marco teórico fue posible entender los conceptos relacionados con los destinos turísticos inteligentes, tales como destinos tu-rísticos, gestión de destinos y las tecnologías de la información y comunicación (TIC). Este marco teórico ha fun-damentado los análisis realizadas en el artículo. La metodología adoptada en este artículo se basa en aspectos cualitativos y cuantitativos, ya que los resultados cuantitativos y cualitativos fueron analizados y validados a través del emparejamiento con los conceptos discutidos en el marco teórico. Para la obtención de datos, se adaptó un cuestionario construido por el Instituto Universitario Investigaciones Turísticas de la Universidad de Alicante-España a la realidad de los municipios de Paraná, buscando obtener un espectro de respuestas concor-dantes con la realidad percibida, la población total del estudio comprendió 224 municipios, de ese total, se ob-tuvieron 76 respuestas. Como principales resultados, es válido destacar que los municipios comprenden el con-cepto y entienden su importancia para la gestión, sin embargo, ninguno de los destinos presenta estructuras gubernamentales (marcos regulatorios), infraestructura básica o informaciones suficientes para la evolución in-mediata hacia un destino turístico inteligente.

(3)

505 Rev. Bras. Pesq. Tur. São Paulo, 11(3), pp. 503-536, set./dez. 2017.

INTRODUCTION

The de elop e t of s a t tou is desti atio s i B azil follo s the o ld t e d, ith “pai as a ota le e a ple ã ila-Muñoz &Ga ía-“a hez, . It is i po ta t to u de sta d hat a s a t tou is desti atio is, as ell as othe o epts, su h as desti atio a age e t a d i fo atio a d o u i atio te h ologies ICTs . á deep a d u e t u de sta di g of the o ept of tou ist desti atio is also e essa .

ICTs a d s a t tou is desti atio s a e t e d Buhalis & á a a gga a, ; Na & Pa do, ; Buhalis & Foe ste, ; I a sBaidal, “olso aMo zo ís & Gi e -“ hez, . It is u de stood that the i te est of B azilia esea h i the su je t a e e plo ed, ai i g at the i te atio alizatio of esea h th ough o ks de eloped ith i te atio al g oups, thus eati g a atio al theo eti al f a e o k elated to desti atio

a age e t.

It is also o th oti g that, e ause ICTs a e losel li ked to the de elop e t a d a age e t of tou ist desti atio s Jo i i , – ot o l to s a t desti atio s – ICTs a d thei set of tools so ial et o ks, ig data, o ile, aug e ted ealit , et . Baggio & Del Chiappa, , p o ide a fe tile field fo the disse i atio a d a age e t of i fo atio , o u i atio , p o otio , a d a keti g of tou ist desti atio s, a o g othe i itiati es to i p o e o petiti e ess I a s, “olso a-Mo zo ís & Gi e -“ hez,

.

U de sta di g the o ept a d appli atio of ICTs i tou is is i po ta t, pa ti ula l i the ase of s a t tou is desti atio s. Co side i g the aspe ts p e iousl highlighted, the esea h p o le s that guide this a ti le el o the follo i g uestio s: What is the ole of ICTs i the a age e t of tou ist desti atio s i the state of Pa a ? á e the desti atio s i Pa a a aged ithi the s ope of s a t tou is desti atio s? Do the u i ipalities of Pa a eall o p ehe d the o ept of s a t tou is desti atio s?

Whe o side i g the pu li a age e t of a desti atio that has i fo atio as o e of its ai assets Buhalis & á a a gga a, , u de sta di g the ole of ICTs allo s the outli e of ho the su je t is ei g add essed.

Th ough these guideli es, e e pe t to a hie e the o e all goal of this a ti le, hi h is to a al ze ho the a age e t of tou ist desti atio s i the state of Pa a , B azil u de sta d the o ept of s a t tou is desti atio s. This ei fo es the a al ti al aspe t of this esea h, si e the e is o i te tio to i di ate hethe the desti atio s i the state a e o side ed s a t o ot. The o lusio s p ese ted i this a ti le o e f o a a al sis of ho the u i ipalities u de sta d the o ept a d if the see the possi le ad a tages o disad a tages of its appli atio to tou is

a age e t.

(4)

o je ti e as to o tai , th ough the a al sis of the esults, data o ho the o ept of s a t tou is desti atio s is u de stood a d ho it a e applied to tou ist desti atio

a age e t.

Thus, the esea h applied oth ualitati e a d ua titati e ethods i the olle tio , a al sis, a d alidatio of the data Ri ha dso , . This as do e to o ple e t the a al sis of ho state u i ipalities u de sta d a d atta h i po ta e to the o ept of s a t tou is desti atio a age e t.

B the o lusio of the pape , e i te d to o te tualize the le el of u de sta di g of s a t tou is desti atio s the u i ipalities su e ed. We also pe fo ed a a al sis of ho the o ept of s a t tou is desti atio s a e fu the ope atio alized i the a age e t of tou ist desti atio s of Pa a , o side i g the u e t pa o a a ega di g its a age e t elu idated the a s e s.

The esea h p ese ted i this a ti le is a ge e al o e ie of the u de sta di g of the o ept a d the possi ilit of ei g ope atio alized the u i ipalities. The autho s of this a ti le do ot i te d to iti ize the appli atio o la k the eof of the o ept of s a t tou is desti atio i a age e t. The o t i utio of this stud fo uses o the elu idatio of ho the o ept is u de stood the te h i ia s a d offi ial tou ist age ies ega di g the a age e t of desti atio s. The esea h i te ds to p o ide theo eti al o t i utio fo futu e ope atio alizatio of the o ept.

TOURIST DESTINATIONS

Fi st, it is e essa to u de sta d hat a tou ist desti atio is. It is the o l a to u de sta d the o epts a d the theo eti al dis ussio s ega di g s a t tou is desti atio s a d thei a age e t. The defi itio s a d theo eti al ie s ega di g the desti atio a e u e ous Flo es & Me des, , o side ed as a lo atio fo the p a ti e of tou is . It is o th o side i g the de elop e t stages of a desti atio hile efle ti g o the o epts that pe ade it. á o di g to Butle

a d Valls , the follo i g stages ust e o side ed i the eatio p o ess of a desti atio : egi i g, de elop e t, e pa sio , atu it , de li e a d/o o soles e e.

Ho e e , the tou ist desti atio a ot e u de stood o l as a pla e that agg egates se i es a d att a tio s. “a a ie i a d K l e p opose that a tou ist desti atio is a a alga of o epts, i hi h so iolog a d usi ess should e o side ed. With this i i d, a oade defi itio of tou ist desti atio o side s the i tual i age of the desti atio , hi h is o st u ted i the u i g p o ess, du i g the t ip a d i the post-t ip “a a ie i & K l e , .

(5)

The ha ges i this o ept o e the ea s odified the theo eti al f a e o k a ou d the defi itio of tou ist desti atio . á o pa i g these ha ges, the pe spe ti e o tou is has shifted f o a pla e i te ded fo o te platio to a pla e he ei a o ple i te a tio et ee a to s o u s Jo i i , .

I elatio to the ultifa eted a d all-e a i g isio of desti atio , Flo es a d Me des also p ese t i thei o k a holisti a d o p ehe si e ie of the o ept. I thei stud , the autho s e phasize that desti atio is so ethi g ha gea le, due e uall to its ha a te isti s as ell as those ho pe ei e it Flo es & Me des, ; “a a ie i & K l e , .

The tou ist desti atio a e pe ei ed f o se e al poi ts of ie a d pe spe ti es, su h as the geog aph of e olutio app oa hed “a z-I ñez a d á to -Cla . The autho s highlight that the e o o i isio de i ed f o the o ept of p odu ti e spa es should ot e dis ega ded i the fa e of i te a tio s, hi h take pla e i a desti atio . Rega di g the i fo atio p e iousl epo ted the autho s, it is pe ei ed that the theo eti al isio s ega di g a desti atio a e disti t a d ultiple, ut the a at thei o e the plu alit of i te a tio s p ese t i this

o ept.

Theo ists su h as Pea e go fu the i thei asse tio s, suggesti g the i teg atio et ee o epts to o pose hat ould o sist of a tou ist desti atio . To a hie e this i teg atio , Pea e

suggests a i o po atio of the geog aphi di e sio spa e a d pla e , ode of

p odu tio st u tu e, eha io , a d a to s a d d a i di e sio st u tu e a d leade ship , i a o ga ized s ste that o p ises the hole that is a tou ist desti atio Pea e, .

Ri ha ds defi es tou is as a o su e of spa es , ith the idea of izatio – to t a sfo a spa e a o di g to the gi e a ti it p a ti ed – thus, a pla e is ha a te ized a o di g to the a ti ities that take pla e i it. Co se ue tl , to the autho , the tou ist a ti it itself eates a desti atio o tou ist spa e Ri ha ds, .

Ho e e , it is e essa to o side that a tou ist desti atio is ot o l ased o these i te a tio s et ee the e o o , spa e, people, et . To F a ke , p. , the desti atio has t o di e sio s, a d his

o lusio

[...] is that the su of i te ests, a ti ities, fa ilities, i f ast u tu e, a d att a tio s eate the ide tit of a pla e – the desti atio . It has a stati di e sio – the pla e – a d a d a i di e sio – the i a d agglo e atio of age ts a d p odu ts/se i es, a i g ith the tou ists’ histo i all ha gi g de a d.

Thus, it a e o luded that the tou ist desti atio goes fa e o d hat a si pl e pe ei ed o o eptualized. á o di g to Ba ado-Ti , these asse tio s should ot e o fused, i o de to ette ha a te ize the ep ese tatio of ea h o ept, diffe e tiati g the lo al p odu tio s ste s, the a ea p odu t/ o su ptio a d the tou is p odu t itself.

(6)

ie of a desti atio sta ds out. Th ough the u de sta di g of the defi itio s dis ussed, it a e said that the tou ist desti atio is a pla e he e elatio s of p odu tio / o su ptio o u , o side i g that the a to s i te a t ith the fa ilities i f ast u tu e a d att a tio s . Fu the o e, these fa ilities a e esta lished i a gi e ph si al a d i tual spa e, eati g a pla e o p ised of th ee phases: p e-t ip i tual , du i g-t ip o su ptio , a d post-t ip, togethe aki g up a tou ist desti atio that a ies a o di g to ho p odu es a d o su es it i a gi e spa e of ti e Flo es & Me des, ; “a a ie i & K l e , ; Jo i i , ; “a z-I ñez & á to -Cla , ; Pea e, ; Ri ha ds,

; F a ke, ; Ba ado-Ti , .

. S a t tou is desti atio s

The a the elatio ships take pla e i a desti atio , a d t a ele s’ attitudes, ha e ha ged i elatio to t a el. I a h pe o e ted o ld i hi h the i te et pla s a ke ole i o e tio s a d se i es, tou ist desti atio s ha e also ha ged I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez,

.

Follo i g the logi of s a t ities, o e a sa that the s a t tou is desti atio s a e tou ist pla es that offe se i es, fa ilities, a d a s to i te e e i tellige tl i the tou ist a ti it , he e, i p o i g it I a sBaidal, “olso aMo zo ís & Gi e -“ hez, ; Buhalis & á a a gga a,

; “egittu , a .

I o de to u de sta d the o po e ts of a s a t tou is desti atio ,

o e a take i to a ou t the o side atio s of G etzel, “igala, Xia g, a d Koo . Mo eo e , the autho s e phasize the i po ta e of data i the fu tio i g p o ess of a s a t tou is desti atio , keepi g i i d s a t tou is , o st u tio of e pe ie es, digital e os ste s a d, fi all , a s a t desti atio .

These data a e ea i gful ases fo the de elop e t of a s a t tou is desti atio . “e e al t pes of data e o o i , so ial, de og aphi , et . a e ge e ated f o the i te a tio et ee tou ists a d the spa e. This ge e atio of data eates a e i o e t i hi h this sa e data a e fou d. á o di g to Fe e ia-“e a, Celd -Be a eu, a d I a s-Baidal , the ai ha a te isti elated to these e i o e ts is adaptatio . The autho s a gue that a s a t tou is desti atio should ha e the a ilit to shape its de a d e.g. Ba Boo e s, Ge e atio X Mille ials, et . . The autho s poi t out, ho e e , that offe i g se i es that fit the de a d is o l a pa t of hat desti atio s a do. álso, usi g e te h ologies, the e i o e t a adapt to p o ide a age s ith data o thei a tual de a d a d help the to seek out e a kets, p odu i g a pe a e t adaptatio of these e i o e ts Fe e ia-“e a, Celd -Be a eu & I a s-Baidal, .

(7)

t pe of desti atio i hi h digital edia fa ilitates the p o esses of i te a tio desti atio /tou ist su h as so ial et o ks a d the i te et e os ste s .

Ho e e , a a eat is i o de . “ a t ities a d s a t tou is desti atio s a e diffe e t. The s a t desti atio is d i e the tou is se to pu li a d p i ate , the fo us of the a ti ities is the tou ist a d ot the itize . The geog aphi ou da ies a o a ot oi ide ith the li its of a it , the i te a tio ith the desti atio egi s efo e the t ip, a d the s a t desti atio elates to a high le el of o petiti e ess ã ila-Muñoz & Ga ía-“ hez, .

It is u ial to d a su h a disti tio , si e a desti atio a o p ise a hole it o pa t of it, e jo i g the e tio ed o e ie es o s a t solutio s ág ia Vale ia a Del Tu is o – I attu , .

Boes, Buhalis, a d I e si i

o side that o e of the fu da e tal o po e ts i the e olutio f o a tou ist desti atio to a s a t tou is desti atio is the de elop e t of ICTs. I a s-Baidal, “olso a-Mo zo ís, a d Gi e -“ hez

also highlight the ole of these te h ologies as e essa tools fo the a age e t of a

s a t desti atio .

Due to the high o ple it i the elatio ships a d the a ou t of data ge e ated the h pe o e tio of tou ists i a desti atio , it is e essa to fi d solutio s, ith the i te t of olle ti g the data a d, a o e all, ake the useful to the a age s L pez de ã ila & Ga ía-“ hez, ; Buhalis & á a a gga a, , Bla o, . It is the efo e i po ta t that desti atio s a e ot est i ted to just aptu i g the data, ut also u de sta di g the i po ta e of o ki g these data to thei

e efit.

“o e a eas of tou is so ial, te h ologi al, a d i f ast u tu al a e i po ta t to assess ho these data a e efit the desti atio . I a s-Baidal, “olso a-Mo zo ís a d Gi e -“ hez adopt these a eas i thei stud a out s a t tou is desti atio s i “pai . The autho s defi ed si p io it a eas a d a total of su a eas atego ies . The u de sta di g of a age e t le els i these a eas also se ed as the asis fo the a al ses that e e ade i the ethodolog of this o k. These a eas a d thei su a eas a e o se ed i Figu e

(8)

Figu e -The s a t desti atio f o a s ste i pe spe ti e

Sou e: I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez , p.

F o the o se atio of these a eas, e oti e that a s a t tou is desti atio is o figu ed upo th ee ases: st ategi -elatio al le el, hi h fo uses o p epa atio , st ategies a d pla i g; i st u e tal le el, i hi h the a ti ities

elati g to the e essa i f ast u tu e fo the de elop e t of a s a t tou is desti atio a e i ple e ted, a d appli atio le el, i hi h the tools a d i di ato s su h as ualit , usi ess i tellige e, a d tou ist i fo atio fa ilitate the i ple e tatio of hat as pla ed at the st ategi le el I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez, .

With this o ept of e olutio , i fo atio , a d data, o e of the ost o plete defi itio s i elatio to s a t tou is desti atio s is o tai ed i the egulatio áEN/CTN of the Asociació Española de Nor alizació y Certificació

áENOR/“EGITTUR , hi h defi es the s a t tou is desti atio s as

á i o ati e tou ist spa e, a essi le to all, o solidated i a i f ast u tu e of utti g-edge te h olog that e su es the sustai a le de elop e t of the te ito . This i tu fa ilitates the i te a tio a d i teg atio of the isito ith the e i o e t a d i eases the ualit of thei e pe ie e at the pla e of desti atio , i additio to the ualit of life of the i ha ita ts. “egittu ,

a, p. .

Thus, a s a t tou is desti atio a e u de stood as a tou ist desti atio , hi h has e ol ed ithi a te h ologi al pe spe ti e, th ough ICTs Buhalis & á a a gga a, , e ote o ito i g p o esses, a d o itted offi ial odies

(9)

he epo ti g that the i ease of ICTs- oth o the pa t of the de a d as ell as o the pa t of the desti atio s- is a a of t a sfo i g the desti atio i to a s a t tou is desti atio . To a al ze the th ee “pa ish ities, the autho s o side ed that a ia les su h as a essi ilit , o e tio , a d pu li -p i ate pa t e ships a e pa t of the pla i g a d ope atio alizatio of the tou is i the it of Malaga Fe e ia-“e a & Pe ea-Medi a, . B i t odu i g these ele e ts i thei pla i g, the desti atio M laga has a highe ha e of e o i g a s a t tou is desti atio tha the othe desti atio s a al zed.

The desti atio is i li e ith glo al t e ds, o side i g the es su h as "[...] i o atio , te h olog , sustai a ilit a d a essi ilit [...]" “egittu , . The it of M laga ai s to eet the te h ologi al desi es of tou ists, fa ilitati g thei i te a tio ith the e i o e t a d aki g the e pe ie es i easi gl d a i a d adapta le to the te h ologi al s e a io i

hi h the o ld fi ds itself.

. Ma age e t of tou ist desti atio s

The de elop e t of tou ist desti atio s e ui es a age e t, hethe i a t aditio al a o th ough ICTs. Ho e e , the a age e t ust o side so e asi

ules.

á o di g to Pea e , desti atio s de a d adoptio of a odel that egulates its de elop e t. Velas o-Go z lez a gues fo the e essit to esta lish a go e a e a d tou is poli that oo di ates the desti atio .

Taki g those t o state e ts i to a ou t, it is e ide t that the a age e t of a tou ist desti atio goes ell e o d the appli atio of la s o guideli es fo the oo di atio of a pla e. Ma age e t of tou ist desti atio s is fu da e tall li ked to pla i g. á o di g to Ma e te , p. , "desti atio a age e t ep ese ts a ke st ateg fo oth atu e a d e e gi g desti atio s, i o de to satisf a e e -de a di g o su e , e su e sustai a le

de elop e t a d positi e i pa ts [...]".

These state e ts sho that desti atio a age e t is the asis fo a sustai a le de elop e t of tou is . Velas o-Go z les lists i his stud o tou is go e a e so e guideli es that ust e o ked out so that the a age e t tool - tou is poli - a de elop. “u h guideli es a e paths to e follo ed that a lead a desti atio to su ess i go e a e, as highlighted Eja ue i his ook. “u h guideli es a e suppo ted the elatio ship ith tou ists, tou is o pa ies a d the tou ist desti atio . Ea h guideli e listed the autho has its i po ta e ithi the pe a e t p o ess that is desti atio a age e t o side i g the app op iate o ditio s fo its de elop e t Pulido-Fe dez & Pulido-Fe dez, .

Rega di g the a age e t p o esses p oposed Pea e , the e a e fou odels that a e adopted i the desti atio a age e t: ge e al odels o s ste s; p o ess odels; ole

odels; o ga izatio al odels.

(10)

that, "su h a pe spe ti e gi es p o i e e to othe fu tio s. I pa ti ula , the e phasis shifts to spatial pla i g, poli aki g, p o isio of pu li i f ast u tu e a d utilities a d a age e t of pu li good assets... ". This aspe t a e o se ed ai l i B azilia pu li ad i ist atio .

Thus, it is oted that the a age e t of a tou ist desti atio is li ked to la s a d p o esses esta lished ased o the pe fo a e of a e t al po e that is su o di ated to go e e ts, su h as those of a state, it o e e go e e t depa t e ts.

á o g the easu es that the a age e t ust adopt to ake the desti atio o petiti e, M Le a , Mo le, Ruha e , a d Rit hie e phasize that the e ust e effe ti e tou is poli ies a d

easu es to i o e isito s.

Wi i g o e isito s is also a ke ele e t fo the su ess of a age e t i hi h a keti g Big -ál añiz, Fo t-áulet & á d eu-“i , - u de the logi of the a ket a d att a tio - esta lishes itself as a o po e t i po ta t fo the ad i ist atio , i o de to o fo a set of ele e ts that ill e a le to att a t the tou ists. Ho e e , it is e essa that these ele e ts ag ee ith the desti atio a age e t st ategi pla

Buhalis, .

Th ough the o i atio of poli ies, guideli es, te plates, a d a keti g e ha e a a age e t p o ess ased o the de elop e t of a desti atio , eithe th ough a go e e t age o ot, i hi h tou is is the fo us of the i stitutio al poli ies to shape a d de elop a desti atio , th ough a st ategi a age e t p o ess that

is d a i a d o side s all stakeholde s “ai aghi, .

This d a i s i the tou ist desti atio a age e t led to alte ati e fo s of a age e t - othe tha t aditio al e t alized o es. I this p o ess, the elatio ship et ee the age ts of the p o ess i a oope ati e e i o e t is o side ed, ased o st ategi elatio ships, su h as lo al p odu ti e a a ge e ts et ee o pa ies a d luste s li ked to the a ti it Costa & “outo-Maio , ; I a s-Baidal, Rod íguez-“ hez, Ve a-Re ollo & á e al, .

B o se i g p e ious asse tio s a out desti atio a age e t, it is possi le to asso iate the g eat e olutio of te h ologi al la ds apes as a d i i g fo e fo i p o ed a age e t. Lu ue-Gil, )a as-Fe dez, a d Ca o-He e o all this asso iatio et ee te h ologi al e olutio , i fo atio , te h olog , a d et o ks te ito ial i tellige e . This i tellige e is a alte ati e fo the a age e t of a desti atio th ough te h ologi al tools se so s, so ial et o ks, a e as, Big Data, et . i hi h a li k is eated fo the t a sfo atio of the ad i ist atio of a "t aditio al" desti atio i to the ad i ist atio of a s a t desti atio .

ICTs AND TOURISM

(11)

fa to s fo the e olutio of a desti atio . á o di g to Rossetti a d Mo ales a d Koh a d Mo aes , i fo atio te h ologies a e used i a a s, ith the ai of i p o i g p o esses, suppo ti g a age e t, a d foste i g the p odu tio of i fo atio - ased goods, thus ge e ati g k o ledge a d its diffusio to hat a e a ed the "i fo atio a d digital so iet " Tho az, Biz & G da a,

.

Fo Tho az, Biz, a d G da a , ICTs pla a u h la ge ole ithi a tou ist desti atio . I ie of the e olutio of desti atio a keti g, these te h ologies also ediate p o otio - elated p o esses. “o ial et o ks a d othe tools used tou ists du i g t ips ge e ate a la ge a ou t of data that a e used to i p o e the a age e t of a desti atio Tho az, Biz & G da a, .

“u h a asse tio de o st ates that ICTs a e o e tha just te h ologi al tools. The a e asso iated ith the apa it to ge e ate k o ledge a d to the p ope use of su h k o ledge.

This use o u s i a a eas ithi a desti atio . The set of tools p o ided ICTs

is i e se if o pa ed to t aditio al ea s of o u i atio a d i fo atio . The p odu tio of o te t a out a lo atio has g o e po e tiall si e so ial et o ks e e ged, a d this has e a led the sha i g of e pe ie es alo g the jou e Tho az, Biz & G da a, .

Tou ists a e e o i g i easi gl o e o e ted. The disse i atio of i fo atio a out a lo atio is o l li ited the te h ologi al tool tou ists ha e at thei disposal. Usi g ICTs fo thei o disse i atio a d a age e t, desti atio s a e o solidati g a d e o i g ell-k o , a fa t that follo s the e olutio of i fo atio e ha ge te h olog Buhalis & La , ; Tho az, Biz & G da a, .

Gi e the apa it fo disse i ati g k o ledge i the te h ologi al e i o e t, ICTs a e tools that ha e ee applied to tou is a d its a age e t o e the ea s

Buhalis & La , .

(12)

Ta le - ICT o epts

AUTHOR ICT CONCEPT

Tho as Te h olog o sists of sea hi g fo k o ledge/solutio s fo a eas su h _{as i dust , e ha i s, a o g othe s.}

Peppa d

Te h olog o sists of e ha is s that fa ilitate p o esses a d i fo atio flo i the O ga izatio a d a o g O ga izatio s. This e o passes

i fo atio a out usi esses that a e eated, p odu ts that a e used a d sto ked, as ell as te h ologies that a e used i the ph si al p o esses of

p odu tio a d se i e.

Ru ge a d Ea l paths outes of i fo atio i hi h e p odu ts a d se i es a e offe ed. These s hola s p opose that the tele o u i atio et o k p o ides This, i tu , edefi es the o epts of se i e to o su e s, eates e a eas of

i o atio , a d ha ges the dist i utio of the e o o .

Poo

Te h olog is a olle ti e te gi e to the latest de elop e ts i the ele t o i a d e ha i al fields o pute a d o u i atio s te h olog ,

hi h a e used fo the a uisitio , p o essi g, a al sis, sto age, et ie al, disse i atio , a d appli atio of i fo atio .

Sou e: Biz , p. i Buhalis,

Gi e the o epts p ese ted, it is possi le to o se e that ICTs a e ot a " e ealit ". The o ept has ee de elopi g o e the ea s, hi h has e a led the i o po atio of these te h ologies i to tou is , f o s a t ities to s a t desti atio s I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez,

Biz , p. o e s th ee phases i hi h ICTs a e p ese t i tou is : "[...] f o CR“ to GD“; e dist i utio ha els a d e- o e e; a d the e pa sio of pu li tou is po tals." Ho e e , it is possi le to ote that the de elop e t a d appli atio of the o ept a e al ead taki g pla e i se e al a eas of tou is , as des i ed Buhalis a d La .

“u h a appli atio has had a diffe e tial ole he it o es to tou is a age e t p o esses, so a e a of usi g it has ee esta lished. B usi g so ial edia, ig data, aug e ted ealit , se si g, a d othe p o esses, ICTs ha e ele ated tou is to the le el of digital so iet , t a sfo i g it a d a plif i g the

elatio ships et ee the stakeholde s Buhalis & La , ; Baggio & Del Chiappa,

.

Thus, it a e said that ICTs ha e fou d thei spa e, e ol ed, a d a e o pa t of the o te t of tou is . I a so iet that is h pe o e ted, ICTs fa ilitate p o esses, pu hases, a d o e e e tl the a age e t of desti atio s, p o idi g i put fo tou is to keep pa e ith the te h ologi al p og ess.

METHOD

(13)

tou ist egio s of the state Vales do Iguaçu, Lito al do Pa a , Rotas do Pi h o, No te Pio ei o, Te a dos Pi hei ais, E oa e tu as Hist ias e “a o es, Ca pos Ge ais, Cata atas do Iguaçu e Ca i hos ao Lago de Itaipu, Vale do I aí, Co edo es das ãguas, E t e Mo os e Rios, Ri uezas do Oeste, Lagos a d Coli as, No te do Pa a . The a al sis of the data ega di g these a s e s la ifies the appli a ilit , u de sta di g a d i po ta e of the o ept to these desti atio s, thus

ualif i g the a s e s.

The p ofiles of the espo de t u i ipalities e e set ased o the ite ia p ese ted i the state of Pa a ’s Tou ist Hie a h Repo t , hi h is ased o the “tate Tou is Poli - La No. , / . Cu e tl , u i ipalities a e pa t of the afo e e tio ed tou ist egio s. The hoi e of the u i ipalities that espo ded to the su e as also ased o the ite ia of the Hie a h Repo t , si e it as dee ed alid to o k o l ith the u i ipalities that e e i li e ith the tou is poli ies a d the hie a h of the state. Respo ses e e o tai ed f o the u i ipal a age s of the offi ial tou is a i et, thus i easi g the le el of elia ilit of the ethodolog .

The esea h is e plo ato -des ipti e, si e it p ese ts a theo eti al f a e o k that seeks to u de sta d the o epts of tou ist desti atio , s a t tou is desti atio , desti atio a age e t, a d ICTs. This u de sta di g is

o side ed the fi st step to a ds the o eptualizatio of the the es of a esea h Gil, . The goal as to su se ue tl des i e the appli a ilit of these o epts i da -to-da ope atio of tou ist desti atio s a oss the state.

To olle t the espo ses, e used the i st u e t de eloped I a s-Baidal, “olso a-Mo zo ís, a d Gi e -“ hez , o the a age e t of s a t tou is desti atio s i “pai . The uestio ai e as t a slated a d adapted the p ese t autho s to the ealit of the u i ipalities i the state of Pa a . The ai as to a hie e a spe t u of espo ses that is o siste t ith the tou is e pe ie ed i these

u i ipalities.

The adaptatio s ade i the uestio ai es e e ased o so ial a d i f ast u tu al issues, su h as: se u it , sa itatio , t eat e t a d a age e t of aste, a d the a aila ilit of WiFi, si e these fa to s e e ot i luded I a sBaidal, “olso aMo zo ís, a d Gi e -“ hez i thei stud due to the le el of de elop e t of “pa ish desti atio s i

o pa iso to the B azilia o te t .

(14)

Figu e - The s a t desti atio f o a s ste i pe spe ti e a d e atego ies

Sou e: I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez , p. a d Pa a Tu is o , p. .

Data olle tio as o du ted o li e ia Google Fo s, usi g a uestio ai e o posed of se tio s, su di ided i to uestio s, hi h e a led the ide tifi atio of the follo i g fa to s: assess e t of the i po ta e of the o ept; u e t situatio of the desti atio i elatio to the o ept; a d use of te h ologies i the a age e t of the u i ipalit . The uestio ai e as se t to the u i ipalities that a e pa t of the state’s tou is egio s.

The su e also o tai ed a ope -e d-ed u-estio , i hi h pa ti ipa ts -e -e asked to list fi e to te a tio s that a e e essa fo the e olutio of a desti atio i to a s a t tou is desti atio . This uestio allo ed us to u de sta d ot o l the pe spe ti e of the u i ipalities o the o ept, ut also to o se e the a age e t a tio s that a e ei g p oposed to fa e the halle ges of s a t tou is . This uestio as a al zed ased o

the di e sio s i luded i the Pa a Tou isti pla – Pa t fo a “ a t Desti atio . This allo ed the autho s to e if the p oposals a o di g to the st ategi p io ities defi ed i the pla . The adapted uestio ai e used a fi e-poi t Like t s ale to easu e the espo ses. We t ied to keep the i st u e t as lose as possi le to the o igi al

ethodolog .

(15)

ANALYSIS AND DISCUSSION OF RESULTS

F o the espo ses p o ided the tou ist u i ipalities of the state of Pa a , e p epa ed the ta les that follo . The ta les ade it possi le to e if the u e t situatio of the u i ipalities i elatio to this e t e d that i poses itself o the tou ist a kets, i additio to the use of ICTs, a d ho the desti atio s u de sta d the

o ept of a s a t tou is desti atio . I total, e e ei ed espo ses out of tou ist u i ipalities lo ated i tou is egio s Ta le , a o di g to the state poli of egio alizatio a d the Mi ist of Tou is Pa a Tu is o, .

The u e of a s e s as o side ed satisfa to fo a al sis, si e this i estigatio is ha a te ized as a e plo ato stud . It is also e essa to o side that this is o e of the fi st o ks to epli ate a i te atio al odel to assess the ealit of the B azilia u i ipalities as to thei u de sta di gs of the o ept of s a t tou is desti atio .

Co side i g the ua titati e aspe ts of the a al sis a d the total u e of espo ses i o pa iso to the total u e of u i ipalities , the e is a sa pli g e o of a out %. It is o th

e tio i g that, o side i g the uestio of hie a hi al ep ese tati e ess, the ost ele a t u i ipalities i te s of tou is á au ia, Cas a el, Cu iti a, Gua apua a, Lo d i a, Ma i g , Mati hos, Pa a agu a d Po ta G ossa espo ded to the su e , as ell as othe u i ipalities ithi the fi e atego ies of tou ist hie a hizatio of the Mi ist of Tou is .

I Ta le , it is possi le to o se e the egio s, the a e of ea h u i ipalit that espo ded to the uestio ai e, thei ati gs, a d the u e of espo de ts ith espe t to the total a ou t that ep ese ts the egio . It as dee ed alid to p ese t su h data i o de to ualif the a s e s a d as a a to get to k o ea h o e of the espo de ts ette .

(16)

Ta le - Respo de t Mu i ipalities

REGION MUNICIPALITIES RATING TOTAL

Vales do Iguaçu Re as e ça, F a is o Belt o, Realeza, Co o el C uzei o do Iguaçu, P a hita, á p e,

Vi ida C; D; E of

Lito al do Pa a á _{Pa a agu , Mo etes, Po tal do Pa a}á to i a, Gua atu a, Mati hos, B; C; D of

Rotas do Pi hão “ul, Ca po Mag o, á au ia, Pi hais, Lapa, “ o Jos Cu iti a, Colo o, Rio Neg o, Tiju as do dos Pi hais

á; B; C;

D of

No te Pio ei o I aiti, Ja a ezi ho, Lo d i a, Ba dei a tes, _{“i uei a Ca pos} D of Te a dos

Pi hei ais Bitu u a, Mallet, Gua apua aP ude t polis, Fe a des Pi hei os, B; D of E oave tu as

Histó ias e Sa o es Ca po Mou o, Ca pi a da Lagoa, Boa Espe a ça C; D of Ca pos Ge ais Jagua iaí a, Pal ei a, Cast o, Ca a eí, _{Po ta G ossa} B; D of

Cata atas do Iguaçu e Ca i hos

ao Lago de Itaipu

Matel dia, “a ta Te ezi ha de Itaipu, “ o Miguel do Iguaçu, E t e Rios do Oeste, Foz do Iguaçu,

Ma e hal C dido Ro do , Me edes, Media ei a, “e a polis do Iguaçu

á; C; D;

E of

Vale do Ivaí Godo Mo ei a, Lu a delli E of

Co edo es das

Águas Que ia do No te, U ua a a, No a Lo d i a, Itaguaj , Ma i g , Ma ile a, I atu a, Cia o te, “a to I io, Mu hoz de Melo

B; C; D;

E of

E t e Mo os e

Rios Mato Ri o, “t. Ma of the West, the “ o e D of

Ri uezas do Oeste Toledo, “ o Ped o do Iguaçu, Cas a el, Ma ip , Capit o Le idas Ma ues

B; C; D;

E of

Lagos e Coli as _{Rese a do Iguaçu, Po to Ba ei o} D; E of

No th of Pa a á Ri ei o Cla o, “apope a, “e ta polis,

Rol dia, ássaí B; D of

Total = Regio s u i ipalities á; C; C; _{D; E} of

Sou e: The autho s

F o these data elated to lassifi atio , it as also possi le to i fe hi h of the u i ipalities a lai esou es fo a possi le e olutio to the le el of s a t tou is desti atio s. The

(17)

u i ipalities a d to aid i the a al sis a d des iptio of the espo de ts.

The egio s p ese ted i Ta le a e pa t of a state egio alizatio poli of the state of Pa a , a o di g to Pa a Tu is o . These egio s a e tou is -i du i g desti atio s i the state. “i e the ha e u i ue te ito ial ha a te isti s a d spe ifi tou is seg e ts, these egio s a e o side ed ke to de elop tou is i the state, att a t tou ists, a d disse i ate tou is at atio al a d i te atio al le els

Pa a Tu is o, .

The a al sis of Ta le sho s that the g eat ajo it of u i ipalities a e ated as D ep ese tati es . This le el of the hie a h does ot ep ese t a outsta di g ati g i the poli of egio alizatio of

tou is . Ho e e , si e the a e the la gest u e of ep ese tati es, it is i te esti g that the state a d u i ipalities look fo a a of e if i g the pote tial of these ep ese tati es. B o ki g togethe , these u i ipalities a de elop to a ds a o o i p o e e t goal.

Co side i g the le el of tou ist ep ese tatio , a ta le Ta le as ela o ated ith the pe e tages of ea h le el of hie a h , i o de to ualitati el justif the espo ses ele a t to the u de sta di g of the o ept of s a t tou is desti atio s. This ta le allo ed the autho s to e if ho , a d i hat a the lassifi atio of the u i ipalities a i flue e the e olutio of the desti atio to a s a t tou is desti atio .

Ta le - Le el of hie a h

CATEGORY AND NUMBER

OF MUNICIPALITIES TOTAL PERCENTAGE MUNICIPALITIES CATEGORY AND NUMBER OF MUNICIPALITIES

PERCENTAGES IN RELATION TO THE RESPONSES OBTAINED

á . % A %

B . % B %

C . % C . %

D . % D . %

E . % E . %

B a al zi g i hi h atego Ta le – ithi the hie a h – the espo de t u i ipalities fit, e oti ed that, th ough ualitati e i fe e es pai ed ith the theo eti al dis ussio p ese ted i this a ti le, the highe the hie a hi al positio of the u i ipalit i hi h á is the highest le el a d E the lo est , the g eate the u de sta di g of the i po ta e of the o ept of s a t tou is desti atio . The ep ese tatio of pe e tages, o pa ed

(18)

elatio to thei u e t situatio , thus st e gthe i g tou is i the state as a hole.

This state e t a e o side ed a efle tio of ho tou is poli ies ha e ee de eloped i ea h of the u i ipalities. If e take as a asis the ope atio alizatio of the p o esses a d the i f ast u tu e of a odel s a t tou is desti atio , e ill see that the pote tial fo e olutio is highe i the á

u i ipalities tha i the E o es.

The data a al sis p ese ted i Ta le does ot i te d to iti ize the de elop e t of tou is i the u i ipalities. O the o t a , it is e pe ted that the esults of this esea h ill help de elopi g the u i ipalities. Th ough these state e ts, it is possi le to esta lish a pa allel et ee the hie a h d a i s a d the e olutio f o a t aditio al desti atio to a s a t desti atio . Th ough the assess e t of Pa a ’s hie a h epo t a d Ta le , as ell as the app aisal of the ele e est a ked u i ipalities, it as oted that the i f ast u tu e of these u i ipalities has pote tial. “u h pote tial, although late t, efe s to the apa it of the spa e to adapt to the d a i s a d p o esses fou d i a s a t tou is desti atio . E a ple of su h p o esses a d d a i s a e the appli atio of ICTs, the se si g of spa es, a e a o ito i g, a d data olle tio o the it Biz, ; I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez, .

This app o i atio et ee the hie a h a d the o ept of s a t tou is desti atio a e see as a e poi t i the life le of a desti atio , as p oposed Butle . “u h life le o sists of a desti atio e ol i g to its a i u

pote tial a d de li i g o ei e ti g itself. The desti atio the e o es a s a t tou is desti atio th ough te h olog , sustai a le d a i s, a d eati e solutio s. I the fi st se tio of the uestio ai e, Co ept ássess e t , it is possi le to o se e that u i ipalities positi el assess the o ept of s a t tou ist desti atio s. This is lea th ough the a al sis of G aphi . ápp o i atel % of u i ipalities sho ed good a epta e of the o ept as a efe e e fo a age e t. It is i po ta t to e phasize that the e as a i t odu tio to the uestio ai e, hi h p ese ted the o ept of s a t tou is desti atio a o di g to áENOR/“EGITTUR, so the u i ipalities used this p ese tatio to ase thei a s e s.

The othe a ia les, elated to the e efits a d the adaptatio p o ess that o e ith the o ept, p ese ted ell-di ided a s e s ega ell-di g the e efits to the desti atio s.

Despite o e s a out appli a ilit , the pe e tage of a epta e of the adaptatio to the o ept as ke to fit the t e ds % also sho s to e high o the pa t of u i ipalities, hi h e eals the a age s’ o e to a o pa the e olutio of tou is ased o e te h ologies.

(19)

i fo atio fo edu i g osts pu li a age e t. The i te alizatio of these a ia les allo s u i ipalities to ette fo us

thei effo ts a d esou es to adapt to the o petiti e la ds ape of the tou is a ket.

G aphi – Co ept assess e t

G aphi - Cu e t “ituatio

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

The configuration of a smart destination is key to being more effective and reducing costs

The configuration of a smart destination is key to competing in the current tourism market The configuration of a smart destination is key to

adjusting to demand trends

The concept of smart tourist destination is adaptable only for destinations with a large number of tourists The concept of smart tourist destination is important,

ut does ot p ese t lea e efits fo the… The concept of smart tourist destination is a good reference for the management of tourist destinations

Disagree Indifferent Agree

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

M desti atio a e o side ed a desti atio o e ed… M desti atio a e o side ed a sustai a le desti atio … M desti atio a e o side ed a sustai a le desti atio … M desti atio a e o side ed a sustai a le desti atio … M desti atio a e o side ed a sustai a le desti atio … I te et o e ti it i the ai tou ist a eas of … Va ious u i ipal depa t e ts olla o ate ith i itiati es… The e is a high deg ee of pu li -p i ate pa t e ship that… M desti atio is p og essi g satisfa to il to a s a t… M desti atio has a ell-defi ed st ateg to e o e a…

(20)

I the se o d se tio of the uestio ai e, Cu e t “ituatio G aphi , u i ipalities e e asked to de o st ate thei u e t state i elatio to so e a ia les. These a ia les a e o se a le o side i g the le el of de elop e t of e tai aspe ts, su h as p i ate/pu li pa t e ship, aste a age e t, u a

o ilit , et .

I ge e al, the u e t situatio of u i ipalities i elatio to st ategies fo e o i g a s a t desti atio is still lo , si e the e is a sig ifi a t disag ee e t % a out the e iste e of su h a st ateg . Ho e e , i the se o d a ia le of G aphi , it is possi le to o se e that the desti atio s, although ot ha i g a ell-defi ed st ateg , p ese t a o ti uous de elop e t % . The e is still de elop e t e ause, although the e is o pla ed st ateg , so e isolated a tio s – hi h a e elated to tou is , poli ies, o e e asi i f ast u tu e – o t i ute to the adaptatio of the desti atio to the ealit of s a t tou is desti atio s.

Withi the u e t situatio of the u i ipalities, it is possi le to ote that i a aspe ts the e is still a high le el of disag ee e t. Ho e e , it is e essa to o side that the o ept of s a t tou is

desti atio a d the a tio s that pe eate it a e still a o elt , o side i g the B azilia o te t he o pa ed to Eu opea ou t ies – espe iall e ause the te as oi ed o side i g the Eu opea o te t Buhalis & á a a gga a, ; I a s-Baidal, “olso a-Mo zo ís & Gi e -“ hez, .

Despite the high pe e tage of disag ee e t, o e of the i di ato s diffe s f o the a al sis of the figu e. This aspe t is elated to the sustai a ilit a d o se atio of atu al esou es, hi h p ese ts a % o o da e ate. This fa t is due to the g eat o e o the pa t of the u i ipalities of Pa a a out sustai a ilit issues. “u h p e ise – alo g ith go e a e - o poses o e of the st u tu i g a es highlighted i Pa a Tu ísti o Tou is i Pa a

.

(21)

G aphi - Use of ICTs

The ost sig ifi a t espo se as the use of ICTs fo desti atio a keti g % due to the o e ie e of tou is p o otio th ough so ial et o ks a d othe digital edia Buhalis & á a a gga a, . á othe fa to that a e highlighted is a essi ilit i u i ipalities. The dissatisfa tio le el ega di g a essi ilit fo

people ith disa ilities is %. Co side i g the Perfil do Turista da Pessoa co Deficiê cia stud Tou ist P ofile of the Disa led Pe so - , o du ted the Mi ist of Tou is a d the Depa t e t of Hu a Rights, this issue p ese ts itself as a o sta le to e o e o e the u i ipalities. To itigate this defi it “a tos,

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Overall, my destination is an accessible space for people with disabilities

My destination is innovative in the creation of new spa es, p odu ts a d aptu e of e a kets o … My destination is an innovative space in relation to

the incorporation of new technologies My destination is taking advantage of the oppo tu ities offe ed ICTs to i p o e the…

My destination is taking advantage of the opportunities offered by ICTs for marketing My destination is using the ICTs as a way of knowing

the restoration projects

My destination is using ICTs as a way of knowing the supply of lodging establishments

My destination is using ICTs as a way of measuring public safety levels

My destination is taking advantage of the oppo tu ities offe ed ICTs to a age pu li …

My destination is taking advantage of the oppo tu ities offe ed ICTs to a age tou ist…

My destination is taking advantage of the oppo tu ities offe ed ICTs to fa ilitate ette …

My destination is taking advantage of the oppo tu ities offe ed ICTs fo ette k o ledge…

My destination is taking advantage of the oppo tu ities offe ed i fo atio a d…

(22)

“ouza Neto, Pe ei a, G da a a d “il a : suggest [...] the i ple e tatio of lo al u a a essi ilit pla s, ith the o je ti e of i i izi g the situatio s of a ie s e ou te ed [...]".

á o di g to Celd -Be a eu, Maz -L pez, Gi e -“ hez, a d I a s-Baidal , the use of ig data is the a i hi h u i ipalities, e e those ithout a

sig ifi a t use of te h olog , a fi d oppo tu ities fo de elop e t. á ess to i fo atio a d the possi ilit of k o ledge e ha ge, hi h a e fa ilitated this tool, a e good optio s fo a ette a age e t of u i ipalities. Thus, it is possi le to e pa d i te s of a ti it of the u i ipal odies i the possi le de elop e t of a s a t tou is desti atio .

G aphi - Use of te h ologies a d e p o ess a age e t a d a keti g

I the thi d a d last se tio of the uestio ai e, e titled use of te h olog a d e p o esses G aphi , the u i ipalities e e asked to i di ate the i pa t of e tai te h ologies upo a age e t, a d hethe so e of these te h ologies a e used i the desti atio .

I G aphi , it is possi le to o se e that ost of the u i ipalities eithe use

su h te h ologies o adopt e p o esses fo a age e t. The o -use/i pa t ate is high o ost i di ato s. Ho e e , o e of the i di ato s – a keti g a tio s i so ial et o ks – sta ds out % of use . ás it as al ead poi ted out, su h et o ks a e easil used fo p o otio due to thei f ee a d eas a ess Tho az, Biz, Betto i & Pa a , . Thus, the a ia le sta ds out,

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Placement of sensors in tourist areas Marketing actions on social networks GPS Systems Relational marketing system Business intelligence System at destination

Online reservation centers Mobile applications (app) Virtual assistent in the website Augmented reality Online surveys with destination companies Online surveys with tourists QR codes Totens Touchscreen Wifi with free access in public spaces Wifi with free access in tourist information centers Video guides Audio guides

(23)

o side i g the o te t sho i this se tio , hi h is ostl egati e lo -i pa t .

G aphi - Ba ie s to e o i g a s a t tou ist desti atio

I this su se tio G aphi , desti atio s i fo ed the a ie s the fa ed to o e to a ds e o i g a s a t tou is desti atio . ás a diag osis of the u e t situatio , o e of the ost ep ese tati e i di ato s is the la k of a ell-defi ed st ateg % , hi h o sists of a high i pa t a ie to the e olutio of the desti atio . The se o d a ie that u i ipalities fa e is thei li ited udget

% . This a ie a e ased o the udget la s of the u i ipalit , o e e o side i g the t a sfe of fu ds fo tou is .

The a ie s listed i this stud a e u e ous, ut it is possi le to o se e the as a diag osis. It is i te esti g, the , to seek easu es to itigate su h a ie s, p o idi g i fo atio fo futu e pa t e ships a d a tio pla s i elatio to the a age e t of the u i ipalit .

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Demand does not use the internet and ICTs Problems arising from current laws Difficulty accessing the internet The p edo i a t st u tu e of PME i the tou is …

La k of olla o atio et ee the desti atio … La k of u de sta di g of the o ept of s a t… Insufficient qualification level

Shortage of staff Low collaboration between municipal departments Low public-private collaboration Limited budget Lack of well-defined strategy

(24)

G aphi - Oppo tu ities to e o e a s a t tou ist desti atio

The last su se tio G aphi , hi h elates to the thi d pa t of the uestio ai e, o e s the oppo tu ities, a d/o e efits that u i ipalities a take ad a tage of to e o e a s a t tou is desti atio . I this su se tio , the esults e e ostl high – o side i g the positi e aspe t of the issues.

The u i ipalities u de sta d a of the i di ato s as possi le a tio s to i p o e a age e t, a d thus to e a le to ea h the le el of s a t tou is desti atio s. á o g the a ia les highlighted i G aphi the g o i g use of s a tpho es du i g t a el/holida a d i easi g use of so ial et o ks du i g t a el/holida oth appea ith % app o al as oppo tu ities fo a desti atio . D a i g o st ategies i ol i g this ide tified oppo tu it , desti atio s a egi to i p o e st ategies fo ette a age e t a d to a hie e isi ilit as s a t tou is desti atio s.

The a al sis of the ope -e ded uestio ta le , ith the p oposals of a tio s of the u i ipalities fo the e olutio

f o a egula desti atio to a s a t tou is desti atio , sho ed that the e is still a g eat o e o the pa t of the u i ipalities ith asi a age e t atte s udget, i f ast u tu e, t ai i g et . . Ho e e , it as possi le to ide tif so e i po ta t o e s i the o st u tio of a p o ess of ha ges fo a s a t desti atio . Belo , i ta le , e a see so e of the p oposed a tio s that go

e o d the asi s aspe ts.

These p opositio s go agai st hat Fe e ia-“e a a d Pe ea-Medi a

fou d i thei studies i “pai a out the possi ilit of e olutio f o a egula desti atio to a s a t tou is desti atio . álthough the ealities a e dispa ate a d, at fi st, dista t, it is possi le to app o i ate the . The a al sis of the pote tial of the u i ipalities th ough the ope uestio s sho ed that o e s i a age e t a d pla i g ese le those of the “pa ish ities, ega di g the de elop e t of a s a t tou is desti atio . The ost f e ue t a s e s e e su a ized a d g ouped

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Rising use of social networks during trips/ vacations

Rising use of smartphones during trips/ vacations Easy access to the internet for tourists High use of internet by tourism companies Possibility of a network of municipalities as a

platform for collaboration

Information and communication technologies do not require much investment

(25)

a o di g to the pa a ete s of Pla o Pa a Tu ísti o . Thus, Chapte as

ela o ated i o de to sho the a s e s p o ided the u i ipalities.

Chapte - “t ategi p io ities a d p oposals

Gove a e a d sustai a ility

✓ Pla i g

✓ Pa t e ships

✓ Fu di g

✓ I est e t

✓ á a e ess

✓ Go e a e

✓ Mode izatio of the a age e t

Quality a d o petitive ess

✓ I o atio a d o petiti e ess

✓ Qualifi atio of the átt a tio s

✓ T ai i g

✓ Wi-fi a aila ilit

✓ E t ep e eu ship

✓ Use of ICTs Ma keti g a d i ovatio ✓_✓ Ne te h ologies_Co _{u i atio}

I tellige e a d use of ICTs ✓ Tou ist O se ato ies✓ Resea h

✓ K o ledge

Regulatio s a d uality of life of the lo al populatio

✓ Legislatio

✓ Qualit of life

✓ á essi ilit Sou e: The autho s

It a e o luded f o Chapte a d the figu es p ese ted that the a s e s gi e the u i ipalities a out the o epts a d a out the u e t situatio a d the use of e te h ologies o e togethe fo a u de sta di g of hat a s a t tou is desti atio is. I additio , it as possi le to o se e th ough the suggestio s p oposed Ta le that the u i ipalities a e i li ed to o t i ute to the i p o e e t of thei a age e t, e e ithout a lea o je ti e of e o i g a s a t tou is desti atio .

Th ough the a al sis of the a s e s p o ided the u i ipalities to the ope uestio Ta le , it is possi le to i fe that the e is a o o g ou d i the p oposals:

the udget poli ies pla i g a d fi a i g . Ple t of espo de ts sho ed dissatisfa tio ith o suggestio s ega di g the allo ated tou is udget. Ma p oposals ade the u i ipalities e phasized the eed fo fu the fu di g i o de to i p o e the de elop e t of tou is i the desti atio . Co side i g that a s a t tou is desti atio eeds ualit i f ast u tu e to eet the eeds of tou ists a d eside ts, the udget issue is a ele a t poi t to e highlighted.

(26)

i f ast u tu e. Mu i ipalities ha e also highlighted p oposals hi h i ol e oope atio et o ks, populatio a a e ess, e t ep e eu ship, a d t ai i g. These i itiati es a e the fi st step fo a of the u i ipalities to a ds sta ti g the i ple e tatio of the s a t tou is desti atio o ept.

These suggested p oposals a e i luded i the Pa a Tu ísti o – Pa to pa a u Desti o I telige te pla Tou is i Pa a – Pa t fo a “ a t Desti atio , si e the st ategi p io ities Figu e

defi ed Pa a Tou is i its pla o p ise su h i itiati es. I ie of the isio of the futu e e isaged the pla , hi h a e see i Figu e , the pa t ste s f o the aspe ts of i tellige e a d use of ICTs, f o egulato f a e o ks, a d f o the ualit of life of the lo al populatio . These aspe ts ill se e as the asis fo the o st u tio of featu es elated to go e a e, sustai a ilit , ualit , o petiti e ess, a keti g, a d i o atio i the sea h fo the o st u tio of the state of Pa a as a s a t tou is desti atio .

Figu e - Visio fo the futu e a d st ategi p io ities

Sou e: Pa a Tu is o

O se i g all the a s e s alo g ith a o e o p ehe si e a al sis, o e ealizes that the e is a e u e t a gi fo i p o e e t ithi a age e t. The li iti g fa to s a e si ila i all espo ses, i hi h pla i g a d la k of udget a e pe ei ed as the ai o sta les to the ad a e e t of a u i ipalities.

Ho e e , th ough the a al ses, it is possi le to ote that the e is a desi e to ode ize, p o ided the e is a st ateg fo used o o ti uous e olutio a d hi h o side s the pa ti ula ities of ea h u i ipalit .

(27)

ope atio alized. I o de to a hie e satisfa to de elop e t, it is e essa to o side he e ou a o e fo a d ith the o ept ithi a desti atio hile espe ti g its o pa ti ula ities I a s-Baidal, Celd -Be a eu, Maz -Lopes & Pe les-I a s, .

The espo ses i di ated that the u i ipalities a e o itted to p o oti g tou is , though the ajo o e is to a hie e a sta le plateau ithi the ules set i the state poli hie a h .

I a s-Baidal, Celd -Be a eu, Maz -Lopes, a d Pe les-I a s

e phasize the i po ta e of tou is de elop e t ithi the te h ologi al pa adig . á o di g to the autho s, ICTs a e g eat allies i the a age e t of a desti atio , aki g it a fa o a le e i o e t fo the disse i atio of the o ept of s a t tou is desti atio . Ma age e t the e o es a p o ess fa ilitated e te h ologies, hi h i tu , eed to e assi ilated the e i o e t as a a of esta lishi g a ia le i f ast u tu e fo s a t a age e t.

Th ough data a al sis a d the theo eti al f a e o k, it as oti ed that the opi io s of the tou ist desti atio s i the state of Pa a a e still u de the ie poi t of a age e t. The ge e al a a e ess is i deed elated to de elop e t poli ies

o e i g sho t-te i pa t.

O e of the ha a te isti s of s a t tou is desti atio s is p e isel data olle tio – a p o ess hi h a take ti e – i o de to a i ize the positi e i pa ts of lo g-te a age e t. Based o the data, o hat has ee add essed i the

dis ussio s hi h suppo ted this a ti le, a d o the lai s ade Lu ue-Gil, )a

as-Fe dez a d Ca o He e o , the eatio

of a tou is o se ato p oje t fo egio s, desti atio s, o p odu ts, is suggested to sti ulate the de elop e t of the o ept a d to fa ilitate the a age e t of the pu li th ough s a t tou is desti atio s. This odel is al ead applied i e tai lo alities i “pai , a ou t k o fo its s a t tou ist desti atio s. The eatio of tou is o se ato p oje ts o i itiati es, su h as o kshops, ould fa ilitate the disse i atio , u de sta di g, a d p a ti al appli atio of the o ept.

B u iti g effo ts, it is possi le to de elop a territorial i tellige ce — ased o geog aphi al, s ste i , o u i atio , a d o pute aspe ts — hi h a a ti ulate a st ateg hi h o t i utes to the de elop e t of these u i ipalities Lu ue-Gil, )a as-Fe dez& Ca o He e o, . The eatio of a tou is o se ato p oje t ould fa ilitate the gathe i g of i fo atio /data a d thei o e sio i to k o ledge. This ould p o ide a i teg atio et ee u i ipalities a d egio s, fa ilitati g the e ha ge of e pe ie e ega di g thei de elop e t i to s a t tou is desti atio s. It ould also allo the pu li i itiati e a d p i ate o pa ies to ake de isio s ased o k o ledge that ge e ates g eate possi ilities of su ess.

(28)

g-530 Rev. Bras. Pesq. Tur. São Paulo, 11(3), pp.503-536, set./dez. 2017.

te oppo tu it , i hi h poli ies a e e pa ded, di e ted, a d adapted i o de to i ease i est e t fo the de elop e t of desti atio s. This a e o e ealit ith the joi t pa ti ipatio of desti atio s i a tou is o se ato p oje t, o joi t i itiati es ith a si ila pu pose. The eatio of o e o o e pilot desti atio s a e esta lished i the state of Pa a ith the o i atio of pu li a d p i ate i itiati es, ai i g to epli ate e isti g odels a d adapti g the to the B azilia o te t.

CONCLUSION

The s a t tou is desti atio s esea h field e o es e oad he o e u de sta ds that a desti atio goes fa e o d hat a e see o pu hased. The e a e a asse tio s a d pe eptio s hi h pe eate oth o epts. Ho e e , the i i al u de sta di g of hat ea h o e of these o epts ea s is e ough to ha ge the thi ki g of o pa /desti atio

a age s.

The p ese t a ti le e a i ed the uestio of hat is a s a t tou is desti atio i o de to u de sta d ho the o ept is o is ei g de eloped tou ist

u i ipalities i the state of Pa a .

Co side i g the u e t a age e t of these u i ipalities, the p ese t o k p o ided a o e ie of hat is k o a d hat a e i p o ed i elatio to the o ept of s a t tou is desti atio s. This stud did ot i te d to iti ize the theo eti al o e e p a ti al i itiati es o u i g i the desti atio s esea hed.

Fo this easo , the p ese t a ti le

o t i utes to the theo of s a t tou is desti atio s i elatio to the B azilia o te t. álthough this esea h e o passes o l a s all pa t of su h a ast u i e se, e hope to o t i ute to the u de sta di g a d ope atio alizatio of the o ept, la if i g its pote tial a d li itatio s, hi h e e o se ed i the a al ses.

This esea h also e eals that the e is oppo tu it fo joi t o k et ee go e e t a d p i ate i itiati es. ás stated “a tos, “ouza Neto, Pe ei a, G da a, a d “il a , su h studies allo fo the eatio of ultiple i di ato s fo the i p o e e t of a desti atio , usi g the p i iple of i tellige e i o de to fa ilitate ha ges a d p oje ts i tou is i

u i ipalities of Pa a .

With the o t i utio of the theo eti al f a e o k – p i a il fo used o the Eu opea “pa ish o te t – it as o se ed that the o te ts oth i ope atio alizatio a d i the u de sta di g of the o ept of s a t tou is desti atio s a e still dista t. Ho e e , this o pa iso allo s fo the u de sta di g that the o ept is fle i le. The efo e, its appli atio ust adapt to ealit , thus a oidi g p oposi g idealisti o je ti es a d goals.