Eureka! Institutional Repository

The present research work was carried out in the framework of the diploma thesis of the Business Administration Department of ATEI Thessaloniki. The subject of work was drawn by the tourist industry on the domestic Greek market in the context of the current economic crisis and which was raised by my student. Our work is secondary field research, which was framed by information from previous available surveys and from the appropriate bibliography reviewed at the end. The main modules concern both the new communication and information technologies known as I.C.T in the tourism industry as well as the influence of these technologies in the tourist units of the individual-consumers-tourists. In addition, this work addresses the management of tourist complaints through the use of technologies and communications, customer relationship management, business resource management, geographic information systems, smart ticket and smart applications. In addition, the quality of the services provided by the tourist units in the development of the competitive advantage as well as the complaints expressed by the tourists as an opportunity for the tourist units are developed.