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

In: Information and Communication Technologies in Tourism 2015

Author

Listed:
  • Nina Kolas

    (University of Applied Sciences Ravensburg-Weingarten)

  • Wolfram Höpken

    (University of Applied Sciences Ravensburg-Weingarten)

  • Matthias Fuchs

    (Mid-SwedenUniversity)

  • Maria Lexhagen

    (Mid-SwedenUniversity)

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.

Suggested Citation

  • Nina Kolas & Wolfram Höpken & Matthias Fuchs & Maria Lexhagen, 2015. "Information Gathering by Ubiquitous Services for CRM in Tourism Destinations: An Explorative Study from Sweden," Springer Books, in: Iis Tussyadiah & Alessandro Inversini (ed.), Information and Communication Technologies in Tourism 2015, edition 127, pages 73-86, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-14343-9_6
    DOI: 10.1007/978-3-319-14343-9_6
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    Cited by:

    1. Angeloni, Silvia, 2016. "A tourist kit ‘made in Italy’: An ‘intelligent’ system for implementing new generation destination cards," Tourism Management, Elsevier, vol. 52(C), pages 187-209.

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