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

Nina Kolas (), Wolfram Höpken (), Matthias Fuchs () and Maria Lexhagen ()
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Nina Kolas: University of Applied Sciences Ravensburg-Weingarten
Wolfram Höpken: University of Applied Sciences Ravensburg-Weingarten
Matthias Fuchs: Mid-SwedenUniversity
Maria Lexhagen: Mid-SwedenUniversity

A chapter in Information and Communication Technologies in Tourism 2015, 2015, pp 73-86 from Springer

Abstract: 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.

Keywords: Ubiquitous services; e-Customer relationship management; Data warehousing; Destination (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-14343-9_6

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DOI: 10.1007/978-3-319-14343-9_6

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