An experience-based taxonomy of branded hotel mobile application features

Gibbs, Chris, Gretzel, Ulrike and Saltzman, Jesse (2016) An experience-based taxonomy of branded hotel mobile application features. Information Technology and Tourism, 16 2: 175-199. doi:10.1007/s40558-016-0052-5

Author Gibbs, Chris
Gretzel, Ulrike
Saltzman, Jesse
Title An experience-based taxonomy of branded hotel mobile application features
Journal name Information Technology and Tourism   Check publisher's open access policy
ISSN 1943-4294
Publication date 2016-06-01
Sub-type Article (original research)
DOI 10.1007/s40558-016-0052-5
Open Access Status Not yet assessed
Volume 16
Issue 2
Start page 175
End page 199
Total pages 25
Place of publication Heidelberg, Germany
Publisher Springer
Language eng
Subject 1700 Computer Science
3301 Social Sciences (miscellaneous)
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.
Keyword Hotel application features
Mobile applications
Technology-enabled guest experience
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: HERDC Pre-Audit
UQ Business School Publications
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