The Role and Impact of Technology, Digitalisation, and Social Media on Consumer Experience in the Tourism and Hospitality Industry

Abstract

This chapter discusses the widespread use of technology in the tourism and hospitality industry by companies and how new technologies such as social media, virtual reality (VR), artificial intelligence (AI), and augmented reality (AR) technologies enhance consumer experience among visitors, current consumers, or potential consumers. Technology use is discussed within the tourism industry; its use by women entrepreneurs has also been detailed in this chapter. Lastly, the author has explored how the COVID-19 pandemic influenced the tourism industry, if there are any differences among different genders and if women entrepreneurs could manage the process well enough compared to men entrepreneurs.