The role of marketing information systems in the future of tourism

Mihailović, Branko and Popović, Vesna (2022) The role of marketing information systems in the future of tourism. In: The Seventh International Scientific Conference The future of tourism, Vrnjačka Banja (TISC). University of Kragujevac, Faculty of hotel management and tourism, Vrnjačka Banja, pp. 147-162. ISBN 978-86-89949-65-0

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Abstract

The paper investigates the possibilities and scope of the impact of marketing information systems on future tourist trends. Special emphasis is placed on the current conditions in which the world economy and tourism find themselves, which are significantly determined by the spread of the COVID 19 pandemic and the digitalization of business. In such conditions, the importance of marketing information systems for adequate management of relationship marketing in tourism is increasing. Namely, successful marketing in tourism means offering greater value than the competition, as well as customer satisfaction. Satisfaction is achieved when the obtained performance of the tourist service meets or exceeds expectations. Customer expectations are formed on the basis of pre-purchase information, and commercial success is achieved when performance exceeds expectations. Marketing information systems are often used in practice in order to constantly improve the customer base. One-on-one marketing, or tailoring travel services to individual customers, depends heavily on market and timely customer information. Research has shown that marketing information systems provide an organized and timely flow of market information that optimizes marketing decision-making in tourism.

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