Exploring “Planned Serendipity” and On-site Information Behavior on Smartphones

Abstract

The paper explores tourists’ smartphone-related information behavior on site in light of the concept of “planned serendipity”. The ability to gather information at anytime and anywhere can deeply influence tourists’ behavior, their information needs and the outcomes of their travel plans. In this study, the concept of planned serendipity is used to suggest that the outcome of travel information behavior on site is not entirely planned nor entirely serendipitous. The study employs the Experience Sampling Method (ESM) in combination with qualitative interviews, which allow the researcher to gather data both during the participants’ trip and afterwards. The thematic analysis resulted in four main themes related to information search connected to smartphone use: flexible plans; orientation in time and space; specificity of the query; aiming for optimization. Such conditions result in planned serendipity. The study thus contributes to the conceptualization of planned serendipity as an outcome of smartphone use during travel for information purposes.

How Do Tourists Use Metaheuristics for Decision-Making Mediated by Smartphones in a Destination?

“…Research on how tourists use smartphones to make onsite decisions remains in its infancy (Liu et al, 2022). Although recent studies (García-Milon et al, 2021;Kang et al, 2020;Liu et al, 2022;Mieli, 2022) have offered valuable insights into understanding decisions mediated by smartphones, these studies have not specifically focused on the onsite decisionmaking process. For example, Kang et al (2020) uncovered demographic differences in smartphone-based information search behavior as well as identifying differences in pre-trip and onsite information search behavior.…”

“…Further, Liu et al (2022) explored the decision contexts that trigger and support the use of smartphones in flexible travel planning in a destination. Finally, Mieli (2022) found that smartphones help tourists to find information that is location-specific and personalized, allowing for an optimized and flexible information search. However, few studies have explored how tourists use smartphones to achieve an optimal solution (the best possible decision) in onsite decision making.…”