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High Tech for High Touch Experiences: A Case Study From the Hospitality Industry

In: Information and Communication Technologies in Tourism 2013

Author

Listed:
  • Barbara Neuhofer

    (Bournemouth University)

  • Dimitrios Buhalis

    (Bournemouth University)

  • Adele Ladkin

    (Bournemouth University)

Abstract

Experiences represent the core of the tourism and hospitality industry. Companies seek to create unique and personalised experiences by addressing the needs and wants of contemporary consumers who are looking for something new. While the importance of experiences is unquestioned, the understanding of how to use technology to create personalised experiences is limited in tourism theory and practice. Based on this rationale, this paper aims to explore how companies can strategically use technology to create personalised high-touch guest experiences. Following a single case study approach, this paper contributes by developing a process model proposing technology as a platform of co-creation. A two-fold information and experience flow is introduced between companies and consumers throughout multiple experience touch points. This exploratory study suggests high-tech as a critical factor in the co-creation and facilitation of high-touch experiences.

Suggested Citation

  • Barbara Neuhofer & Dimitrios Buhalis & Adele Ladkin, 2013. "High Tech for High Touch Experiences: A Case Study From the Hospitality Industry," Springer Books, in: Lorenzo Cantoni & Zheng (Phil) Xiang (ed.), Information and Communication Technologies in Tourism 2013, edition 127, pages 290-301, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-36309-2_25
    DOI: 10.1007/978-3-642-36309-2_25
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    Citations

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    Cited by:

    1. Ivanov, Stanislav Hristov & Webster, Craig & Stoilova, Elitza & Slobodskoy, Daniel, 2020. "Biosecurity, crisis management, automation technologies, and economic performance of travel, tourism and hospitality companies – a conceptual framework," SocArXiv 2hx6f, Center for Open Science.
    2. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    3. Stanislav Hristov Ivanov & Craig Webster & Elitza Stoilova & Daniel Slobodskoy, 2022. "Biosecurity, crisis management, automation technologies and economic performance of travel, tourism and hospitality companies – A conceptual framework," Tourism Economics, , vol. 28(1), pages 3-26, February.
    4. Dias Sónia & Afonso Victor Alves, 2021. "Impact of Mobile Applications in Changing the Tourist Experience," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 11(1), pages 113-120, December.
    5. Campos, Ana Cláudia & Mendes, Julio & Valle, Patrícia Oom do & Scott, Noel, 2017. "Co-creating animal-based tourist experiences: Attention, involvement and memorability," Tourism Management, Elsevier, vol. 63(C), pages 100-114.

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