Abstract

Tourism destinations increasingly operate through digital platforms, real-time data, and online connectivity tools, yet service coordination among stakeholders remains constrained. This study analyses how tourism logistics information is created, updated, verified, shared, and used in service coordination at coastal destinations in Vietnam’s South Central Coast subregion. The study adopts a multi-stakeholder qualitative case study design, in which qualitative data from 42 participants provide the main source of evidence, while a supplementary descriptive survey of 358 participants is used only to contextualise and clarify selected issues within the sample. The findings show that existing digital tools and information channels support information search, transaction confirmation, operational coordination, and service feedback. However, coordination at the destination and inter-provincial levels remains limited when information flows are fragmented across stakeholders, channels or platforms, data or procedures, and local or regional spaces. On this basis, the study conceptualises the Tourism Logistics Information System (TLIS) as a socio-technical, inter-organisational, and coordination-oriented structure in which the value of information depends on the extent to which data are updated, verified, shared, and translated into coordinated action among stakeholders. The paper contributes to research on smart destinations, destination governance, and tourism supply chains by clarifying information fragmentation (IF) as a mechanism that constrains service coordination in inter-provincial coastal destination contexts.

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