IMPROVEMENT OF SERVICE QUALITY BY USING UBIQUITOUS COMPUTING IN HOSPITALITY

Economies of developed countries are primarily based on the services sector, where the hospitality industry plays an important role. As such, new service design and service innovation are vital for maintaining competitive advantage. Recently, ubiquitous computing has emerged as a key enabler in various industries in support of service innovation by facilitating the design of new services. This study aims to investigate the benefits provided by ubiquitous computing in the hospitality domain for improved service quality, customer satisfaction, and profitability. First, the literature on service quality is presented, and important quality dimensions are selected accordingly. After providing a brief review of related technologies and existing applications, a ubiquitous computing framework is proposed in support of innovative services for the hotel industry. Via the analysis of the framework, changes in business processes are exposed and the contributions of ubiquitous computing are discussed according to the identified service quality dimensions

A Simple Web Platform Solution for M-Learning

Nowadays the role of educational platforms is more than obvious, thanks to websites and modern platforms like Microsoft SharePoint designed for e-learning. We consider that the next generation of learning platforms will be m-learning platforms. These kind of platforms offer first of all mobility for the potential users of PDAs, pocket PCs, smart phones and other modern mobile devices, discovered and developed in last years. One of the most important aspect of these manners of e-learning is the display mode. Classic systems like personal computers have a bigger screen, modern portable devices have a few inches screens and the problem is to adapt the structure of websites and platforms for pocket PC screens and in the same time to develop the capability to produce same experience and usefulness to all users.Platform, M-learning, Discussion Forum, Search Engine, JavaScript, IIS, Port Forwarding

Finger Lakes Interactive Play Assessment of Implementation

In 2014, New York State Governor Andrew Cuomo launched Path Through History, a project connecting New York’s historical and cultural heritage sites. This effort aimed to benefit New York State by promoting the important historical past of New York, as well as highlighting the tourism industry and economic development throughout the entire state as a whole. One million dollars in funding was distributed among ten tourism regions throughout New York State, in an effort to assist each region in creating a unique tourism-marketing plan. This paper focuses specifically on the Finger Lakes Region and its use of the Path Through History grant funding, in conjunction with Rochester Institute of Technology (RIT). Together, the Finger Lakes Regional Economic Development Council (REDC) and RIT used the grant funding allocated to the Finger Lakes by developing an interactive mobile application called Finger Lakes Interactive Play (FLIP). FLIP is an interactive application that provides an educational scavenger hunt leading visitors throughout 12 different historical sites in the Finger Lakes Region. Visitors at each site are invited to utilize the free FLIP application, which offers games and activities like trivia questions, spot the difference, and augmented reality features. The application aims to engage visitors with unique and entertaining exercises, simultaneously promoting entertainment and education. Mobile technology can be found in almost all aspects of business, leisure, and education, including libraries, museums, and cultural sites. The purpose of this paper was to analyze the objectives and explore the effectiveness of the FLIP application, as well as evaluating the challenges and successes of implementing its marketing and promotional efforts. A case study approach was used to analyze the current strategies implemented at each of the 12 historical sites

A SHARED INFORMATION SYSTEM FOR TOURISM ENTERPRISES IN DEVELOPING ECONOMIES

In a developing economy's business environment, introduction of new technology creates a large potential for more effective and streamlined production of tourism services. This study shows guidelines of design of an inter-organizational information system for small tourism enterprises. The entrepreneurial goal is to support strategic alliances in order to obtain better market-fit and sustainable competitive advance. This requires that the enterprises are capable of evaluating their existing processes, identify and outline improvements, and implement them. More than that, enterprises have to execute profound strategic changes in their business processes. For this change, study shows that adaption of supportive information system can be a key factor to satisfy these demands. Firstly, using systematic literature review the study identifies global trends of e-tourism. Secondly the trends are compared with the reality of small tourism enterprises in Nicaraguan Caribbean coast. With interview and brain storming sessions with hotel managers and local tourism specialists, desired state of e-tourism enhanced business processes is defined. Performance gaps and solutions are identified and outlined in order to reach new customer segments and better customer satisfaction with use of inter-organizational information system. With help of shared information system, enterprises search for sustainable economic growth and more stable business environment for their activities. The scientific domain of research is Information systems science. The method used for data collection and interpretation is systematic literature review and human and institutional capacity development -method. As result, the research identifies critical business processes when implementing e-Tourism services into tourism enterprises in developing economies. Strategic solutions for sustainable improvements in business processes supported by use of shared information system are outlined. As a practical result, the study lists required steps in order to reach desired changes in tourism enterprises with e-tourism initiative. Specification of requirements for information system is made. The implementation process and construction of information system is left out from this research and it requires later its own case study.fi=Opinnäytetyö kokotekstinä PDF-muodossa.|en=Thesis fulltext in PDF format.|sv=Lärdomsprov tillgängligt som fulltext i PDF-format

Infusion of Smartphone Technologies in Hospitality Service Experience

This study explored the infusion of smartphone technologies into hospitality service experience from a phenomenological approach. In-depth interviews were conducted with smartphone users who had firsthand hospitality service experience. Data analysis revealed four unique patterns within smartphone-equipped customers’ service experiences: the extended control facilitated by smartphone technologies, the functional gap between mediated and interpersonal services, the infusion of solitude into a communal experience, and the interactions among different service processes. Based on these results, this study developed a conceptual framework of the infusion of smartphone technologies in hospitality service experience. Theoretical and managerial implications of the findings were also discussed

The Development of a Wayfinding Smart Phone Application as a Large Healthcare Facility Investment Opportunity

Health care is a continually growing field. New hospitals are constantly being built, while older facilities are experiencing renovation and expansion. With this growth comes a set of difficulties for patients as they try to navigate through large, multi-building facilities. Most large facilities have multiple parking garages, numerous buildings, and medical towers with an unending number of floors. Patients are forced to rely on directional signage to find their destination that is often insufficient. Attempting to navigate through large facilities is often overwhelming for visitors leading to frustration and stress. New technology has allowed a convenient solution to this problem using visitors’ personal smart phones. NaviHealth is a wayfinding smart phone application that has been created to safely assist visitors in navigating though healthcare facilities. The application gives step-by-step, real-time navigation through parking areas, buildings, floors, and even to the facility itself. The purpose of this Doctor of Nursing Practice (DNP) project is to develop a wayfinding smart phone application, NaviHealth, for a large healthcare facility to decrease visitor stress and hospital costs, while improving patient satisfaction. The application was presented to a large healthcare organization in South Mississippi as an investment opportunity. Participants of the project were six employees of the organization’s marketing department. After a presentation discussing NaviHealth, participants completed a Likert-type evaluation tool to assess the organization’s interest in the investment and implementation of the application. Open-ended questions were also competed, and qualitative data was collected. Results of this project determined that although the application showed many positive benefits for the facility, the willingness to further pursue the application for investment was strong but not overwhelmingly unanimous. Changes to the application were recommended by participants to improve the likelihood of application investment

Embracing self service technology for hotel productivity growth

This paper explores the various ways in which self-service technology (SST), if employed by the hotel industry, can actually contribute to the productivity growth in Singapore. The study provides an understanding of customer’s technology acceptance and readiness by utilizing the two widely extended and accepted approaches, Technology Readiness Index (TRI) and Technology acceptance model (TAM). The study also evaluated the four common self-service technology channels: electronic kiosks, the Internet, mobile devices, and the telephone applications. From an investigation on past studies, it is found that Singapore is receptive to self-service technology. Self-service technology thus could bring a highly respectable return on investment (ROI) to the Singapore’s hotel industry, as illustrated by ROI models in this paper. Moreover, hotels could leverage on a number of Singapore’s government funding to optimize their investment on SST. With the government’s master plan (iN2015) platform to realize the intelligent nation by 2015, hotels could benefit from the self service technology features that this platform is offering. Various avenues to ride on this platform and recommendations are featured

How costumers’ way of life influence the value co-creation

Purpose: This article is a contribution to the understanding of how value arises in wellestablished markets, and under which circumstances actors integrate resources from different service ecosystems to generate value. To understand this phenomenon, it is fundamental to consider which practices are performed by customers to co-create value and how they do so. Design/Methodology/Approach: Using a qualitative approach, the study provides fresh empirical insight into well-established market processes of value creation. After a literature review an ethnographic approach was chosen in order to understand how co-creation processes occur in the empirical setting of an international restaurant chain. Several observations, conversations and semi-structured interviews were undertaken concerning the analysis of the topic under study. Findings: The results show that even in a well-established market, a provider must consider individual customers’ distinct needs, present in their daily practices, to be able to assist them in the value creation process. It is argued that the practice styles are the building blocks for prevailing ways of life that actors assume, according to the context in which they are, to integrate resources. Practical implications: The study includes implications for service providers of a wellfounded market for facilitating value co-creation along with customers and fulfils the need to better understand this phenomenon. Originality/Value: Recent studies call for empirical evidence on co-creation processes in mature markets, accordingly, this study brings an additional understanding on how actors, depending on the context, adopt different ways of life that require unique resources, which activate to achieve what they want, in order to establish room for co-creation.peer-reviewe

Using self-service technologies to solve the problem of labor shortage in Macau’s lodging industry

Macau, the world\u27s leading gaming destination, is suffering from labor shortage. Hotels operators found it difficult to compete with the casinos for the limited human resources. In this article, the author suggests self-service technologies (SSTs) as a possible mean to solve the labor shortage problem in Macau\u27s lodging industry. The literature review shows the seriousness of the problem, and analyze the pros and cons of SSTs, the main reason its implemented and how it is perceived by the customer. Then, base on the review, the author provides five step implementation guide of SSTs in hotel. The author also presents recommendations for future studies, and urge the local research to explore on the topic