Developing Informatics-Supported Culturally Responsive Service Capabilities in Tourism Service Systems: A Fuzzy Delphi Approach

From a service science and information systems perspective, tourism service systems increasingly rely on information-enabled infrastructures to support culturally responsive and personalized service delivery in diverse and digitally mediated contexts.Despite growing attention to experiential and culturally grounded service practices, systematic frameworks explaining how informatics structures support service capability development remain limited, particularly in information-intensive cultural tourism settings.This study develops and validates an informatics-supported, culturally responsive experiential framework for service capability development within tourism service systems.Drawing on service science principles, the study operationalizes key capability dimensions and employs the Fuzzy Delphi Method to achieve expert consensus.Twelve domain experts evaluated 78 initial indicators using threshold values, defuzzification scores, and consensus criteria, resulting in the retention of 62 validated indicators.These indicators emphasize the role of information infrastructures in structuring cultural knowledge, mediating experiential service engagement, and supporting performance-oriented capability formation.The validated indicators are synthesized into a five-stage service capability development cycle-culture activation, knowledge structuring, cultural service engagement, reflective integration, and performance articulation.This cycle offers a potential operational reference for the design of information-enabled service subsystems that may enhance service actor readiness, personalization, and service innovation in cultural tourism contexts.