Abstract
Decision-relevant data stemming from various business processes within tourism destinations (e.g. booking or customer feedback) are usually extensively available in electronic form. However, these data are not typically utilized for product optimization and decision support by tourism managers. Although methods of business intelligence and knowledge extraction are employed in many travel and tourism domains, current applications usually deal with different business processes separately, which lacks a cross-process analysis approach. This study proposes a novel approach for business intelligence-based cross-process knowledge extraction and decision support for tourism destinations. The approach consists of (a) a homogeneous and comprehensive data model that serves as the basis of a central data warehouse, (b) mechanisms for extracting data from heterogeneous sources and integrating these data into the homogeneous data structures of the data warehouse, and (c) analysis methods for identifying important relationships and patterns across different business processes, thereby bringing to light new knowledge. A prototype of the proposed concepts was implemented for the leading Swedish mountain destination Åre, which demonstrates the effectiveness of the proposed business intelligence architecture and the gained business benefits for a tourism destination. © 2015, Springer-Verlag Berlin Heidelberg.