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2015 | OriginalPaper | Chapter

Information Gathering by Ubiquitous Services for CRM in Tourism Destinations: An Explorative Study from Sweden

Authors : Nina Kolas, Wolfram Höpken, Matthias Fuchs, Maria Lexhagen

Published in: Information and Communication Technologies in Tourism 2015

Publisher: Springer International Publishing

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Abstract

The paper introduces various concepts of ubiquitous (i.e. mobile) services which especially serve to collect customer-based information from tourists during their destination stay. The latter information source has been identified as a vital input for electronic Customer Relationship Management at the level of tourism destinations. The proposed mobile service concepts are prototypically visualized and qualitatively assessed by destination suppliers from Sweden and by a sample of potential customers from Germany. The gained empirical results suggest that the proposed concepts of an Electronic Customer Card, Detailed Slope Information, Avalanche Warning, and Quick Response code/NFC-tags show the potential to gain customer-based information and benefits for both, customers and destination suppliers.

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previous chapter Listen to Your Customers! How Hotels Manage Online Travel Reviews. The Case of Hotels in Lugano

next chapter An Analysis of Consumer Search Patterns in the German Airline Market Using Panel Data

The group of managers comprises CEOs from the destination management organisation Åre Destination AB, Copperhill Mountain Lodge, SkiStar Åre, Tott Hotel, and Holiday Club.

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Title: Information Gathering by Ubiquitous Services for CRM in Tourism Destinations: An Explorative Study from Sweden
Authors: Nina Kolas
Wolfram Höpken
Matthias Fuchs
Maria Lexhagen
Publisher: Springer International Publishing
Book: Information and Communication Technologies in Tourism 2015
Print ISBN: 978-3-319-14342-2

Electronic ISBN: 978-3-319-14343-9

Copyright Year: 2015
DOI: https://doi.org/10.1007/978-3-319-14343-9_6

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