Abstract (150 Words)

This paper reports on an innovative qualitative method, a mobile ethnography, where visitors are asked to use mobile technological devices such as smartphones to identify service gaps, evaluate service journeys, and help improve tourist services.

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Visitor Driven Service Experiences in a City Destination: A Mobile Ethnographic Approach

This paper reports on an innovative qualitative method, a mobile ethnography, where visitors are asked to use mobile technological devices such as smartphones to identify service gaps, evaluate service journeys, and help improve tourist services.