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<p>Demand for smart tourism service ecosystem (STSE) is growing as a result of the digital transformation within tourism. This pattern is global, extending to emerging countries. Vietnam, with its rich tourism resources, is now advancing STSE applications. Nevertheless, the technological gap between developed and emerging economies, combined with limited research on smart tourism in the latter, makes an appropriate STSE measurement scale essential. This study, conducted from January to October 2024, used an exploratory sequential mixed‑methods design, including interviews, focus groups, fuzzy Delphi, and surveys, across eight steps to establish a reliable and valid scale. The findings support a validated 23-item STSE scale organized into six dimensions: smart sight (3 items), smart lodging (4), smart transportation (3), smart catering (4), smart shopping (5), and smart payment (4). Empirical results further suggest that nearly all STSE dimensions significantly improve traveler enjoyment—except smart catering, which shows no significant relationship. This study is the first to introduce the STSE scale based on tourists’ application experiences in an emerging country. Furthermore, the proposed STSE scale could serve as a valuable template for assessing tourists’ application experiences in countries similar to Vietnam.</p>

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Development and validation of the smart tourism service ecosystem scale: An investigation through tourists’ experience with smart applications in an emerging country

  • 期刊论文

  • 发表日期：

    2026年3月4日

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  • Anh Diep Tram Huynh,
  • Lan Huong Thi Ho,
  • Ethan Vo

摘要

Demand for smart tourism service ecosystem (STSE) is growing as a result of the digital transformation within tourism. This pattern is global, extending to emerging countries. Vietnam, with its rich tourism resources, is now advancing STSE applications. Nevertheless, the technological gap between developed and emerging economies, combined with limited research on smart tourism in the latter, makes an appropriate STSE measurement scale essential. This study, conducted from January to October 2024, used an exploratory sequential mixed‑methods design, including interviews, focus groups, fuzzy Delphi, and surveys, across eight steps to establish a reliable and valid scale. The findings support a validated 23-item STSE scale organized into six dimensions: smart sight (3 items), smart lodging (4), smart transportation (3), smart catering (4), smart shopping (5), and smart payment (4). Empirical results further suggest that nearly all STSE dimensions significantly improve traveler enjoyment—except smart catering, which shows no significant relationship. This study is the first to introduce the STSE scale based on tourists’ application experiences in an emerging country. Furthermore, the proposed STSE scale could serve as a valuable template for assessing tourists’ application experiences in countries similar to Vietnam.