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Global Academic Journal of Humanities and Social Sciences
Volume-8 | Issue-02
Review Article
Tourism, Services, and Customer Experience, Expanding the Tourism Ecosystem to Achieve the 2030 Targets
Suhail Adel Abdo Sarhan
Published : March 16, 2026
DOI : https://doi.org/10.36348/gajhss.2026.v08i02.002
Abstract
Purpose: The purpose of this review paper is to identify opportunities to speed up the achievement of 2030 Sustainable Development Goals, including decarbonization, inclusive growth, jobs quality, value capture, accessibility, safety, and visitor pressure, by expanding the tourism ecosystem, including service systems, service operations, and customer experiences. Method: For conducting this systematic literature review, the PRISMA 2020 protocol has been adapted. Articles reviewed for this paper are collected from different databases, including Scopus, Web of Science, IEEE Xplore, ACM Digital Library, ScienceDirect, SpringerLink, etc. Articles reviewed for this paper are based on the MMAT/CASP model. Findings: The findings of all the articles reviewed for this paper are consistent. There are four ways to expand the tourism ecosystem. They are as follows: 1. Orchestrating Multi-Actor Value Co-creation through Platforms and Interoperable Service Modules; 2. Improving Service Operations to Stabilize Visitor Flows and Experience Quality; 3. Crafting Omnichannel Journeys that Balance Personalization, Trust, Privacy, and Inclusiveness; 4. Embedding Sustainability Guardrails and Governance to Avoid Rebound Effects and Visitor Pressure. Contribution: The contribution of this paper is that it incorporates the concept of the tourism ecosystem, the concept of service operations and customer experiences, the concept of "2030 indicators," and the concept of "2030 sustainable development goals" along with the conceptual model of the interrelationship between the mechanisms of expanding the tourism ecosystem and the 2030 sustainable development goals. Pragmatic Implications: The practical implications of this paper are that it may be used as a guideline for destination managers, SMEs, and government agencies, as a tool for locating areas where capability building is required, considering the impact of equity, labor, and environmental aspects.

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