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An experience-based taxonomy of branded hotel mobile application features

Author

Listed:
  • Chris Gibbs

    (Ryerson University, Ted Rogers School of Hospitality and Tourism Management)

  • Ulrike Gretzel

    (University of Queensland)

  • Jesse Saltzman

    (Ryerson University, Ted Rogers School of Hospitality and Tourism Management)

Abstract

Increasing ownership of smartphones and availability of mobile travel solutions have driven the hotel industry to respond with creating mobile applications (apps). Research on mobile applications in the hotel context is relatively limited and a theory-based taxonomy related to hotel mobile application features is lacking. Taxonomies of hotel app features can provide a framework to comparatively analyze features and identify important gaps. This study examined the features available in a sample of 24 North American branded hotel mobile applications. The taxonomy developed in this research identifies 11 hotel app feature categories mapped onto four levels of technology integration and experience co-creation. The taxonomy provides insight into the current and future development of features and demonstrates opportunities where hotels can differentiate their guest service. It also highlights potential difficulties in implementing higher-level features and draws attention to differences in feature implementation across the family brand, brand and hotel property-levels.

Suggested Citation

  • Chris Gibbs & Ulrike Gretzel & Jesse Saltzman, 2016. "An experience-based taxonomy of branded hotel mobile application features," Information Technology & Tourism, Springer, vol. 16(2), pages 175-199, June.
    • Handle: RePEc:spr:infott:v:16:y:2016:i:2:d:10.1007_s40558-016-0052-5
    DOI: 10.1007/s40558-016-0052-5
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    References listed on IDEAS

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    1. Shaw, Gareth & Bailey, Adrian & Williams, Allan, 2011. "Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry," Tourism Management, Elsevier, vol. 32(2), pages 207-214.
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    5. Wang, Dan & Xiang, Zheng & Fesenmaier, Daniel R., 2014. "Adapting to the mobile world: A model of smartphone use," Annals of Tourism Research, Elsevier, vol. 48(C), pages 11-26.
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    Cited by:

    1. Waranpong Boonsiritomachai & Ploy Sud-On, 2020. "Increasing Purchase Intention and Word-Of-Mouth through Hotel Brand Awareness," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 26(2), pages 265-289, December.
    2. Seon Hee Kim & Joon Ho Bae & Hyeon Mo Jeon, 2019. "Continuous Intention on Accommodation Apps: Integrated Value-Based Adoption and Expectation–Confirmation Model Analysis," Sustainability, MDPI, vol. 11(6), pages 1-17, March.
    3. Heather Kennedy-Eden & Ulrike Gretzel, 2021. "My heritage in my pocket: mobile device and app use by genealogy tourists," Information Technology & Tourism, Springer, vol. 23(3), pages 327-350, September.

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