A systematic literature review on information service management and information-seeking behavior in tourism

Varotsis, Nikolaos; Mylonas, Naoum Article A systematic literature review on information service management and information-seeking behavior in tourism Cogent Business & Management Provided in Cooperation with: Taylor & Francis Group Suggested Citation: Varotsis, Nikolaos; Mylonas, Naoum (2024) : A systematic literature review on information service management and information-seeking behavior in tourism, Cogent Business & Management, ISSN 2331-1975, Taylor & Francis, Abingdon, Vol. 11, Iss. 1, pp. 1-20, https://doi.org/10.1080/23311975.2024.2385731 This Version is available at: https://hdl.handle.net/10419/326466 Standard-Nutzungsbedingungen: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden. Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen. 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If the documents have been made available under an Open Content Licence (especially Creative Commons Licences), you may exercise further usage rights as specified in the indicated licence. https://creativecommons.org/licenses/by/4.0/ Cogent Business & Management ISSN: 2331-1975 (Online) Journal homepage: www.tandfonline.com/journals/oabm20 A systematic literature review on information service management and information-seeking behavior in tourism Nikolaos Varotsis & Naoum Mylonas To cite this article: Nikolaos Varotsis & Naoum Mylonas (2024) A systematic literature review on information service management and information-seeking behavior in tourism, Cogent Business & Management, 11:1, 2385731, DOI: 10.1080/23311975.2024.2385731 To link to this article: https://doi.org/10.1080/23311975.2024.2385731 © 2024 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group View supplementary material Published online: 07 Aug 2024. Submit your article to this journal Article views: 5927 View related articles View Crossmark data Full Terms & Conditions of access and use can be found at https://www.tandfonline.com/action/journalInformation?journalCode=oabm20 InformatIon & technology management | revIew artIcle Cogent Business & ManageMent 2024, VoL. 11, no. 1, 2385731 A systematic literature review on information service management and information-seeking behavior in tourism nikolaos varotsis and naoum mylonas tourism Department, ionian university, Corfu, greece ABSTRACT the tourism industry is placing growing emphasis on the significance of managing and seeking tourist services through information systems. although scholarly research in these fields has increased, the literature has not been thoroughly examined. this study utilizes the PrISma methodology to examine pertinent literature and ascertain the influential factors. this article examines 50 hospitality and tourism articles located on the ScoPUS database. a conceptual model is derived from the literature research, which focuses on the management and information seeking behaviors within the tourism industry. the study identifies research gaps and offers implications that contribute to the body of extant knowledge. Introduction In contemporary times, it is imperative for the tourism industry to recognize and investigate strategies for accessing and leveraging critical resources that might augment their commercial efficacy, enabling them to sustain competitiveness within their operational domain. In recent years, the hospitality industry has undergone a significant transformation due to the impact of information management (Buhalis & leung, 2018). the requirements and information-seeking tendencies of tourists play a crucial role in shaping their search, retrieval, and overall satisfaction with tourism information. Digital platforms have the capability to offer a wide range of tourism services, including but not limited to trip reservations, destination information, travel ticket inspection, luggage storage, transportation services, and tickets to cultural monuments or other attractions (Sun et al., 2022). moreover, the quest for tourist-related information regarding the available services and the intended tourist destination commences prior to the commencement of the journey (Jamshidi et al., 2023; Pencarelli, 2020). according to tripadvisor (2022), 86% of travelers use online resources to select their accommodation, while 73% use online sources to choose their location before traveling. furthermore, the demand for pre-trip information among tourists is currently fulfilled through a diverse range of media platforms, encompassing visual content such as photographs and videos, online resources such as websites, blogs, and forums, and notably, social networks, which serve as a significant source of abundant information pertaining to tourist destinations (Dewi et al., 2021). Information service management in the tourism industry is concerned with the preparation, creation, processing, distribution, and maintenance of tourist-oriented information (Bauder & freytag, 2015; Buhalis et al., 2019; Prayag et al., 2020; teng & Shen, 2020). It is a critical strategy tool aimed at generating a competitive advantage and profitable business results (Bryson, 2017). through the sharing of knowledge and information, information service management satisfies the information needs of an empowered © 2024 the author(s). Published by informa uK Limited, trading as taylor & Francis group CONTACT nikolaos Varotsis [email protected] ionian university, Building ‘Calypso,’ P. Vraila armeni 4, 491 00, Corfu, greece. https://doi.org/10.1080/23311975.2024.2385731 this is an open access article distributed under the terms of the Creative Commons attribution License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. the terms on which this article has been published allow the posting of the accepted Manuscript in a repository by the author(s) or with their consent. ARTICLE HISTORY received 25 november 2023 revised 26 June 2024 accepted 18 July 2024 KEYWORDS Information service management; tourism; information needs; information satisfaction; cultural information; tourist information-seeking behavior SUBJECTS Information/Knowledge management; tourism management; Production, operations & Information management 2 n. varotSIS anD n. mylonaS human resource operating in intelligent organizations (azizi et al., 2021). moreover, tourists have informational needs in order to make decisions regarding the destination’s brand, services, and attractions (Buhalis & michopoulou, 2011). the insufficiency of a tourist’s knowledge during trip planning creates a need for information (Kang etal., 2020). tourist information-seeking behavior involves both conscious and unconscious patterns of seeking information (williams-Ilemobola et al., 2022). after the covID-19 pandemic, individuals have a greater need for accurate information (macSween & canziani, 2021), which has led to an increase in the complexity and growth of the phenomenon of tourists seeking information online (Kostagiolas et al., 2021). the experience of information satisfaction or dissatisfaction arises from the process of seeking tourist information and is impacted by various elements such as the quality of service, the utilitarian and hedonic value perceived by the user, and the hedonic value itself (tang & Jang, 2014). numerous studies have been conducted thus far to explore the various aspects and conceptual framework that underlie the management of information services and the information seeking behavior in the context of tourism. however, there is a noticeable absence of a comprehensive model that integrates the concepts of needs, satisfaction, and information management in the context of tourism. additionally, there is a need for further exploration of research gaps and identification of potential future paths in this field. tourists seek destination information to lessen ambiguity, select information, locate instructions, or add services to their journey (goo etal., 2022). the aims of this literature review are: 1. In synthesizing the influential factors of tourists’ information needs, information-seeking behavior, cultural information and information satisfaction, as well as the management of tourism information services. 2. In building a conceptual model for interpreting tourism information service search and management. 3. In highlighting research voids and limitations of previous studies, and in the context of future directions for the management and search of tourism information services. the objective of this study is to conduct a bibliometric analysis of scientific articles indexed in the Scopus bibliographical database to evaluate the current state of the literature on information service management in tourism and cultural information, as well as information needs, information satisfaction, and tourist information seeking behavior. the second section provides a comprehensive explanation of the methodology used and the strategy adopted according to the PrISma analysis. the third section consists of a systematic review and synthesis of the scientific literature to identify, select, and evaluate relevant studies. this is accomplished by developing a conceptual model for deciphering influencing factors, propositions based on the related theories as well as identifying research gaps and future directions. the last section outlines the limitations of the study, identifies several future research priorities, and provides the conclusions. Materials and methods this systematic literature review focuses on the management, satisfaction, and seeking of information services in the tourism industry and seeks to collect, summarize, and reveal the current literature’s findings as well as provide guidelines for future research. the systematic literature review adheres to the most recent PrISma (referred reporting Items for Systematic reviews and meta-analyses) process, which uses 20-item checklists and a four-phase flow diagram (Page et al., 2021). the selection of the PrISma process as a widely accepted criteria for publication was motivated by the aim to bolster the review’s credibility. this is attributed to its capacity to systematically categorize existing literature inside a designated database, adhering to certain criteria. the data obtained from the review is afterwards encoded in order to facilitate the interpretation of the results and to identify any potential deficiencies in the existing body of literature (Paul et al., 2021). Scopus was chosen as the database and indexing source for the bibliometric analysis because it has a rigorously defined range of coverage that combines the quantity and reliability of research papers cogent BUSIneSS & management 3 while avoiding incomplete studies with inconsistent data and ambiguous results (martín-martín et al., 2018). hence, the Scopus database was selected for this review because to its reputation for hosting high-quality and dependable journal articles. moreover, the database offers a substantial quantity of papers that are pertinent to the subject under investigation. the ScoPUS database is the largest online collection of peer-reviewed scholarly articles, comprising over 23,500 publications. It is a bibliographical database that focuses on the social sciences (mongeon & Paul-hus, 2016). this extensive database encompasses research from a wide range of fields, including social sciences, business, marketing, development, accounting, economics, environment, medicine, law, technologies, and engineering (Shaffril et al., 2018). It has served as the bibliographical database for numerous recent systematic literature studies based on PrISma (albhirat et al., 2024; malanski et al., 2021; Sahoo et al., 2024;; tedja et al., 2024). In comparison to other bibliographic databases, ScoPUS is larger than web of Science (mongeon & Paul-hus, 2016; Singh et al., 2021), gathers the most citation references, and is more reliable than Scifinder and google Scholar (Bakkalbasi et al., 2006; harzing & alakangas, 2016; li et al., 2010). the keywords in the query were (‘information service management’ or ‘information needs’ or ‘information satisfaction’ or ‘cultural information’ or ‘tourist information-seeking behavior’ anD ‘tourism’). the exploration and selection of the title, abstract, and keyword fields were based on the eligibility criteria. table 1 details the study’s inclusion and exclusion criteria based on search string results established for the literature review. the selection of these particular search phrases effectively captures the essence of information management and information seeking behavior within the context of tourism, as evidenced by prior scholarly publications (Kambele et al., 2015; law et al., 2020, Pertheban et al., 2020; wen, 2009). the publication period had no restrictions. the most recent literature search was completed in June 2024. through content analysis, a synthesis of the influential factors of tourist information management, tourist requirements, tourist satisfaction, culture information, and the information-seeking behavior of tourists was conducted. Results a total of 225 publications were acquired from which 121 research papers were first selected based on their compliance with the study’s prerequisites and limitations. Subsequently, an additional 39 research papers that do not fall into the context of tourism and hospitality were excluded. moreover, 32 additional papers were excluded from the final selection as their research aspect was irrelevant to the research concerns of the present systematic literature review, resulting in 50 published articles. the results of the systematic literature review are presented in table 3. figure 1 depicts the process flowchart. figure 2 presents the annual quantity of publications. more than half of all selected research papers have been published within the past two years, indicating a trend toward management and information seeking in tourism, which may have been partially influenced by the covID-19 pandemic (Im etal., 2021; Shen et al., 2022). figure 3 depicts the structure of the selected research works in the systematic bibliographic review by research theme. the studies were categorized by tourism information research field, including Table 1. inclusion/exclusion criteria. inclusion criteria • Keywords in title, abstract or keywords • tourism and hospitality-related articles. • Relevant to research goals. • include components, influential factors and aspects of tourist information. exclusion criteria • outside the scope of the study. • other than tourism-related articles. • non-research related. • not included components, influential factors, and aspects of tourist information. table 1 presents the inclusion and exclusion criteria employed in the study to establish a process that guarantees the relevance of the literature evaluated. 4 n. varotSIS anD n. mylonaS information service management, information needs, information satisfaction, cultural information, and information-seeking behavior in the tourism and hospitality industry. figure 4 exhibits the studied countries/territories. as shown in figure 4, research has been conducted in both developed and developing nations. In addition to american and european territories, relevant research has been conducted extensively in asian territories and countries with emerging economies. the United States (12%) is the most researched territory, followed by china (10%), the United Kingdom (7%), australia (5%) and India (4%). the bulk of research collected data from nations in the western region. the predominant research methodology employed were quantitative approaches, accounting for 61% of the studies. following this, review studies constituted 12% of the research, while both qualitative approaches and content analysis were utilized in 7% of the studies. these findings suggest a notable emphasis on non-experimental study designs. table 2 summarizes the selected studies’ methodology/ data analysis. In recent years, there have been a substantial number of publications pertaining to tourism information, but the overwhelming majority are concerned with information service management and information seeking behavior. on the other hand, the paucity of research on satisfaction and information needs in tourism suggests that the greatest emphasis has been placed by the tourist supply side on the management of tourist information and by the tourist demand side on the search for tourist information. the majority of research publications typically lack a specific theoretical foundation and instead rely on bibliographic references to previous works. among the few research papers that embrace a theory, however, the theory of planned behavior stands out, with at least four research papers adopting it. furthermore, influential factors of tourism information were explored. the grasp of these factors enables a deeper understanding of the theoretical framework surrounding tourist information. additionally, it aids in the identification of areas where further research is needed and allows for the prediction of future research endeavors. figure 5 outlines the identified influential factors. a comprehensive set of twenty influential factors pertaining to the management, utilization, retrieval, and satisfaction related to tourist information were successfully found. the most frequently mentioned factor is the tourist information search, followed by a series of others: tourism information quality, tourist information satisfaction, tourist information-seeking behavior, tourists’’ social media behavior, and value co-creation in tourism. however, understanding of information’s influential factors is fragmented and lacking in diversity. In order to gain a thorough knowledge, a complete review of prior research papers was conducted. table 3 provides a thorough summary of the findings, aims, study methodologies, and influential factors pertaining to tourist information, as identified by a systematic literature review. the available literature suggests that a series of studies were carried out from 2004 to 2024, with the year 2021 standing out as the most prolific in terms of scholarly publications. this result may be associated with the emergence of the covID-19 pandemic and the adaptation of the tourism market to immaterial remote transactions facilitated by information systems and applications (lau, 2020). Conceptual model proposed Several influential factors were derived based on the findings of the selected articles in the literature review. the analysed research identifies several influential factors that are considered significant in Table 2. Research methodology/data analysis. Method N% systematic review 4 8 Quantitative approach 33 66 Qualitative approach 4 8 Mixed 2 4 Content analysis 4 8 Case study 2 4 Deductive 1 2 table 2 provides a comprehensive overview of the research methodology employed and the corresponding data analysis conducted in the selected literature review articles. cogent BUSIneSS & management 5 Table 3. the literature review’s selected publications and their breakdown into methodologies, aims, findings, and influential factors. author (s) theme Methods/data analysis Purposes Findings identified influential factors Fang & Pan, 2024 information-seeking behavior Quantitative the study examines the beginning and ending moments of decision-making across the pre-decision, decision-in-progress, and post-decision stages to capture the range of decisional behaviors. in the current age where there is an abundance of travel-related information, the decision-making processes of tourists are influenced by two factors: the decision-making threshold and the information loop limit. these factors play a crucial role in shaping the consumer behavior of tourists. tourist information search Wang et al., 2024 information service management Quantitative the objective of the study is to conceive the information literacy of e-tourism with the purpose of creating a scale to quantitatively assess this framework. Fourteen items were developed to assess four fundamental dimensions of e-tourism: information knowledge, information skills, information, and information ethics, which contribute to travelers’ satisfaction with online travel information. tourism information quality s. P. et al., 2024 information satisfaction Quantitative the paper examines the online satisfaction and patronage behavior of tourist ai-enabled chatbot users by utilizing chatbot usability indicators. e-satisfaction has a positive correlation with both patronage intention and social presence factors. additionally, the impact of flow on e-satisfaction is influenced by chatbot usability signals. tourist information satisfaction tham et al., 2023.information service management Content analysis the objective of the investigation is to evaluate the content generated by the destination management organization, travel agents, and other travelers who are participating in a tiktok contest for the destination. Dramatization is emphasized as a valuable framework for elucidating a more nuanced understanding of tiktok’s performance and its relationship with tourist destinations. tourists’ social media behavior Rahmani et al., 2024 information service management Qualitative the study of how virtual travel wellness retreat experiences affect psychological well-being. online retreats may improve psychological well-being by immersing people in simultaneous relaxation and adventure, providing a diverse range of alternative wellness services, fostering environmentally sustainable practices, providing a sense of community, and facilitating meaningful cocreated experiences that are more likely to last due to the home context. Virtual cultural tourism Cheng et al., 2024 information satisfaction Quantitative the factors that influence the attitudes and behaviors of independent travelers. genders share travel vlog tastes, attitudes, sharing, and cognizance. travel human cognition and preferences, including information searching, trusted travel and information sources, differ by gender. information preferences Vlogging travel Liang et al., 2024 information service management Quantitative the study examines the impulsive travel intention in tourism live streaming. the inclusion of live streaming in tourism has a good impact on both physical and social presence. this, in turn, enhances the whole streaming experience and builds trust, ultimately leading to an increase in impulsive travel intentions. tourism information sharing Wang et al., 2024 information needs Quantitative the study investigates the various factors, including social and environmental information, psychological arousal, and rational control, that drive individuals to engage in revenge tourism. travelers’ attitudes toward revenge tourism are jointly influenced by psychological arousal, environmental and social information, and perceived behavioral control (PBC). information preferences tourist information search Zhou et al., 2023 information-seeking behavior Quantitative the study examines the factors that impact the intentions of social media users to follow tourism-related posts while planning their vacations. attitudes, intention, and informational behavior items are influenced by blogger-user fit and user engagement with tourism-related posts, as evidenced by evaluation items such as content quality and blogger credibility. tourist information search tavitiyaman et al., 2023 information service management Quantitative the study examines how travelers perceive the connections between smart tourism technologies (stt), co-creation experience, and the overall image of a location as well as how cultural differences and the length of information searches influence these links. the smart tourism technologies (stt) of smart e-commerce, smart traffic, and smart sightseeing improve the overall image of the tourist destination, enhancing the co-creation experience of tourists. the e-tour map and pay-through properties of mobile phones are the focus of the interaction of cultural differences and information search duration. Mobile tourist information systems (Continued) 6 n. varotSIS anD n. mylonaS author (s) theme Methods/data analysis Purposes Findings identified influential factors nemec Rudež, 2023 information-seeking behavior Quantitative the objective of the research is to examine the characteristics of generation Z’s information seeking behavior for travel purposes. the study validates the existence of different segments within the gen Z market, each with unique preferences for digital information. specifically, it identifies two distinct segments: the "practical information seekers" who prioritize accessible and secure information, and the "authentic information seekers" who prioritize the authenticity of information. tourist information-seeking behavior oshriyeh et al., 2022 information-seeking behavior Quantitative identification, categorization, and analysis of visitors’ perceived risks and their information seeking activity. Chinese tourists who perceived health, physical, political, cultural, social, and economic risks before visiting tehran were more likely to use detailed and accurate information sources. Political risk was the most prominent. tourism information technology tourist information-seeking behavior tourism information quality Huertas & orden-Mejía, 2022 information-seeking behavior Quantitative the examination of digital tourist information searches that different kinds of tourists, with diverse features and connectivity preferences, do at places on the main subjects they may need, indicating which digital sources they use and when. tourists are searching for more destination information and using multiple digital channels and sites based on the topic and their connectivity choices. tourist information search ni et al., 2022 information-seeking behavior Quantitative an examination of information search behaviors among various segments of self-drive tourists using data collected via mobile devices. Variations exist between different age groups, social classes, and experience levels in the pre-decision and post-decision stages, as well as a preference for up-to-date information and modern platforms. tourist information-seeking behavior Mainolfi et al., 2022 information service management Quantitative the influence of bloggers on trustworthiness, motivation, and information adoption in travel blog readers. the influence of bloggers on consumer purchases, especially travel decisions, is growing. travel bloggers influence information preferences eletxigerra et al., 2022 information service management Quantitative the development of an integrated model of cocreation processes that affect customer value and are preceded by tourist expertise before, during, and after a trip. tourist expertise is a major antecedent of cocreation and a predecessor of value that influences tourist cocreation processes before, during, and after a journey. Value co-creation in tourism tourist information search selim et al., 2022 information service management Quantitative the study of what motivates visitors to share knowledge across four countries and how these factors vary. Language and reputation improve user knowledge sharing. Knowledge sharing was more affected by subjective norm, reputation, shared language, contentment, and commitment in developing economies. tourism information sharing tao et al., 2022 information satisfaction Mixed implementation of the tourists’ perceived co-creation values in a customized tour operator service environment. Customer satisfaction links perceived co-creation ideals to customer loyalty, helping service providers understand how customers think and act and how to keep them loyal. tourist information satisfaction Value co-creation in tourism Wang & Park, 2022 information-seeking behavior Content analysis an investigation into the influence of social media usage behaviors on domestic travel intention, which influences travel decisions. accidental discovery influenced behavioral intention more than purposeful search, photo and video material more than text content, and destination management organizations and user feedback were major drivers. tourist information-seeking behavior tourism information quality tourists’ social media behavior Yamashita, 2022 information-seeking behavior systematic review Determining the scope of academically validated sport tourism information-seeking studies. the sport tourists receive information to limit risk, which varies according to the athletic activities engaged in at the destination, as the use of social media has increased dramatically. tourist information search Kotoua & asiedu-appiah, 2022 information satisfaction Quantitative examining traveler satisfaction and visit intent based on social media and the reputation of prospective tourist destinations. By the reputation of destination marketing, social media enhances the expectations of tourists, which promotes traveler satisfaction when selecting destinations. tourist information satisfaction Table 3. Continued. (Continued) cogent BUSIneSS & management 7 author (s) theme Methods/data analysis Purposes Findings identified influential factors Peco-torres et al., 2021 information needs Quantitative the investigation into whether tourists’ ability to find needed information influences their intention to resume consumption of tourist services in hotel accommodations in the context of the "new normal" caused by the CoViD-19 pandemic. tourists’ ability to find needed information, utilize it efficiently, and reject bogus news has a beneficial effect on their perception of hotel safety that increases tourist intention to return to consuming hotel services. tourists’ information literacy Pan et al., 2021 information satisfaction Case study identifying and improving library services and tourist satisfaction via library-based cultural tourism. tourist satisfaction with library-based cultural tourism was influenced by a variety of factors including tour plans, tour expectations, cultural characteristics, environment, support services, and emotions, as well as their expectations for their next tour. tour planning and expectations altered cultural traits, surroundings, and support services, which affected tourist pleasure through emotions. information support services tourist information satisfaction not, 2021 information needs Case study Mining mobile application usage data to identify adoption patterns and context-dependent usages that define different groups of huge event participants. there are several user types with varying trip planning behaviors, including users who begin searching for practical information months in advance and users who search for information at the last minute or upon arrival. tourism information quality tourist information search tueanrat et al., 2021 information-seeking behavior Quantitative Consumer co-creation behaviors including information searching and sharing, customer reaction, and customer experiential values are crucial to customer trip pleasure. information seeking, arousal, and exploration in the post-purchase phase were removed, exposing a three-segmented consumer. Value co-creation in tourism tourist information satisfaction Kirilenko et al., 2021 Cultural information Content analysis the investigation of whether automated data mining methods can identify visitor themes and their happiness and dissatisfaction in positive and negative internet reviews of attractions. unsupervised topic mining algorithms may be difficult to apply to unfavorable reviews due to their larger diversity of topics. Cultural information search tourist information satisfaction tapanainen et al., 2021 information needs Quantitative the evaluation of the influence of electronic word of mouth and personality traits on the intention to select a tourist location. tourists’ personality qualities affect information adoption for tourism destinations, which can predict behavioral intention, but the effect is only partially explained. information preferences tourist information search Mariani et al., 2021 information-seeking behavior Quantitative the examination of factors affecting international travel bloggers’ Facebook social comparisons. travel bloggers use Facebook strategically to gain visibility compared to international competitors, and there is a strong positive and statistically significant relationship between Facebook social comparison frequency and social comparison orientation and opinion leadership ability. tourist information-seeking behavior tourists’ social media behavior tourist information search eletxigerra et al., 2021 information service management Quantitative investigation of how visitors can co-create value before trip through travel planning, information seeking, and mental time travel, and how tourism providers can gain a competitive edge by understanding and responding to these activities. tourists who plan, research, and mentally co-create their trip are more likely to arrange and vividly imagine it than those who interact passively. tourism competence and mental time travel energize guests. Value co-creation in tourism tourist information search seraphin, 2021 Cultural information Mixed Confirmation that worldwide technical improvements, globalization, and travel costs and risks will increase the frequency and impact of virtual events, but they will not replace live event experiences. the event professionals of the future will be advocates and competent in customer engagement during and after a crisis and in demonstrating their ability to sustain an event with effective safety and security practices after a crisis, while virtual events will increase in frequency and significance due to global technology advances, even though live events will remain a prominent feature of civilization in all societies. Virtual cultural tourism Mobile tourist information systems Table 3. Continued. (Continued) 14 n. varotSIS anD n. mylonaS behavior or social media behavior. a substantial number of contributing factors are exposed, presenting incomplete inquiry and/or findings, as well as huge tourism growth opportunities that require additional examination. the study adds to the current literature by developing a conceptual model that provides an integrated framework of tourist information for future research based on the findings, methodology, theories, and influencers gleaned from the literature review. hence, with the establishment of the present research framework, the research difficulties become more clearly defined and identifiable. the research gaps, omissions, and limitations highlighted significant research findings, such as a limited study on value co-creation, the security and validity of tourist information, and the need to expand virtual cultural tourism in management, information processes, robot hotel service, travel bloggers, and brand-related information. the latest studies emphasize a strong preference for information service management in the tourism industry, as well as a growing interest in information-seeking behavior among tourists. this likely reflects the rising popularity of digital applications for selling tourist services (Klimova et al., 2023), as well as the increased demand for information due to the digital habits developed during the covid-19 pandemic (machová et al., 2021). the current literature study has significant theoretical implications as it offers a comprehensive examination of the tourism literature through the utilization of the PrISma bibliometric procedure. moreover, this study provides a thorough analysis of relevant theme sources and proposes a conceptual model, thereby establishing a contemporary synthesis of the influencing factors under consideration. this synthesis can provide a fundamental basis for conducting business research and formulating marketing strategies, as well as enhancing information services within the tourism sector. furthermore, this study expands upon the existing framework in the field of tourism studies by analyzing the deliberate methods employed by writers in their contributions. this study serves as a guiding light for future research due to the scarcity of literature on information service management in tourism and tourist information-seeking behavior. the analysis above indicates that the suggested conceptual model provides a theoretical foundation for further investigation into the multidimensional interaction between information service management offered by tourist operators and information seeking by tourists. researchers can benefit from investigating newly developed representational models that show the linkages between information offered and sought in the tourism industry. managers might utilize the influencing factors by customizing information sources that fulfill tourists’ information needs. for a fuller interpretation of the results, it is necessary to discuss the limitations of the current investigation. In order to ensure accuracy and reliability in the analysis of research findings, the research methodology employed was a bibliographic review, specifically focusing on the Scopus research database. hence, it is imperative to conduct a future reassessment of the research databases to guarantee inclusivity through enrichment with supplementary studies. furthermore, future research, systematic analysis, and an in-depth review of specifications on the characteristics, influencing factors, and outcomes based on the findings of this study are recommended. the proposed conceptual model serves as a critical starting point. the selection of articles for the bibliographic review encompassed all domains and was conducted through a comprehensive keyword search. this approach ensured the inclusion of all relevant research on tourism information published in the Scopus research database. future research can concentrate just on the abstract, title, and/or keywords, encompassing a larger number of research databases. lastly, the significance of the results of this study was not determined by the contribution of each article. therefore, it is possible that the researcher is restricted to a subset of the research. the utilization of protocols such as the Preferred reporting Items for Systematic reviews and meta-analyses (PrISma) ensures the implementation of a rigorous methodology in conducting a systematic literature review in the field of tourism. this approach enhances the practical applicability of the review findings for the tourism industry. according to Pahlevan-Sharif et al. (2019), the utilization of these criteria, which are characterized by increased transparency and reliability, enables professionals to apply them in policy making, marketing, and management practices. the research gaps revealed in this study serve as a roadmap for scholars doing future tourism information research. the proposed conceptual model in this study has the potential to be applied in examining the adoption of information cogent BUSIneSS & management 15 management and information seeking behavior across various industries and its impact on diverse company categories. this systematic review emphasizes the necessity for more research to comprehend the management of information services and the cultural information provided by tourist operators in relation to the information-seeking behavior of tourists, as well as their information needs and level of satisfaction. furthermore, the current study identified influencing factors that can affect the characteristics of information service management and tourist information-seeking. these factors can be utilized as control variables to construct models that accurately depict the links between the information provided and sought in the tourism industry. Acknowledgment the study received no external funding. Author contributions nikolaos varotsis and naoum mylonas contributed to the study conception, design, and implementation of the research, as well as the analysis and interpretation of the results and manuscript preparation. Disclosure statement no potential conflict of interest was reported by the author(s). About the authors Nikolaos Varotsis is a part-time lecturer in the field “tourist Service management” and a postdoctoral researcher at the Ionian University’s Department of tourism in corfu, greece. he is also a contract lecturer in the hellenic open University’s undergraduate program “tourism magagement (DIt)” and a visiting lecturer in the european Institute of communications’ postgraduate program Psychology and Social networks at Donau Krems University. his research focuses on the areas of tourism management, behavioral economics, and knowledge management. Naoum Mylonas is an assistant professor at Ionian University’s Department of tourism in the field “entrepreneurship in the creative and cultural Industries.” Since 2018 he has been teaching in the interdepartmental postgraduate programs of the aristotle University of thessaloniki (aUth): “Business administration and Information Systems” and “languages, communication, and administration of education Services in the modern Social, economic, and technological environment.” Since 2022, he has taught at the Ionian University’s DP mS, “Digital technologies in hospitality and tourism management.” his research focuses on the areas of entrepreneurship, creative industries, business performance, and creativity. ORCID nikolaos varotsis http://orcid.org/0000-0002-7837-5502 naoum mylonas http://orcid.org/0000-0002-4286-8022 Data availability statement the data that support the findings of this study are available from the corresponding author, upon reasonable request. 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