Purpose: This paper aims to establish a comprehensive structural framework for smart stadiums, examining their integration as key elements of smart tourism destinations and investigating their impact on visitors' intention to visit.Design/methodology/approach: The study reviews existing literature and corporate sources to identify emerging smart tools and determine key dimensions of smart stadiums. A research model was developed, and partial least square-structural equation modeling (PLS-SEM) was employed to analyze the relationships between these dimensions and their impact on visit intention.Findings: The proposed framework identifies key components such as sustainability, commercial opportunities, safety and security, customer service, entertainment and engagement and operational efficiency. The analysis indicates that sustainability has the highest impact on visit intention, followed by commercial opportunities and safety and security. Customer service and entertainment significantly enhance the visitor experience, while operational efficiency, though important, has a lower direct impact on visit intention.Practical implications: Implementing this framework can improve fan engagement, resource management and sustainability in stadium operations, thereby enhancing the overall tourism appeal of host cities.Originality/value: This study offers a structured approach to incorporating smart technologies in stadiums, emphasizing their role in advancing smart tourism destinations and providing empirical insights into the factors influencing visit intention.

Higher education serves a pivotal role in enhancing citizens’ quality of life and, therefore, must uphold high standards of quality. This study evaluated the quality of services provided by departmental administrative offices using the SERVQUAL instrument, which measures quality through the difference between perceived and expected service performance. Our primary aim was to investigate the marginal behavior of this assessment by capturing the underestimated and overestimated perceptions and expectations. To achieve this, we introduced a modified version of SERVQUAL, replacing traditional Likert scales with continuous scales. This enabled a detailed mapping of the area between underestimation and overestimation, enhancing the instrument’s ability to yield more comprehensive insights. The study focused on the secretariat of the Department of Tourism Management, at the University of Patras, Greece, with second- and third-year students as assessors. Data analysis utilized the endpoints of these continuums. The results revealed that perceived service performance consistently and significantly fell below expectations, with reliability identified as the most important dimension. Furthermore, perception was found to be relatively objective, whereas expectation exhibited greater subjectivity. The findings demonstrate that this approach not only enhances service quality assessment but also provides a new perspective for evaluating tourism services, as a novel research tool.

Over the past 20 years, trends in the construction or renovation of football stadiums have undergone rapid transformation. Simple sports venues are constantly evolving into multifunctional facilities and play a decisive role in shaping cities’ image. To date, significant emphasis has been placed on developing stadiums as venues for sporting events, with a focus on supply-side perspectives, particularly in relation to design, marketing, and sustainability. However, we know relatively little about how the direct consumers of this product, the visitors to these facilities, experience and perceive these infrastructures, especially outside of match days. This paper follows a framework for researching this perspective, focusing on the services provided as key points of interest in stadium tourism, and on the written reactions on social networks. This framework is implemented by employing a set of well-known single-word themes, matching each review to these themes, and finally measuring the sentiment of the collected short texts as an implicit indicator of sentiment on the studied themes. Its realization is based on natural language processing, semantic similarity analysis, and sentiment evaluation to identify dominant themes, recurring lexical patterns, and emotional tones in visitor comments. The study concerns thirteen major European stadiums and reviews posted on Google and TripAdvisor. The research findings highlight the themes that shape a unique tourist experience, capturing tourist interests in stadium tourism in the post-COVID-19 era. Finally, the individual evaluation of the themes provides practical and clear tools for stadium managers, tourism operators, destination managers and legislators who seek to maximize visitor engagement and multiply the overall socio-economic value of these iconic infrastructures for the benefit of the wider urban environment that hosts them.