MOBILE SERVICES FOR THE HOSPITALITY INDUSTRY.pdf

MOBILE SERVICES FOR THE HOSPITALITY INDUSTRY Carlsson, Christer, Institute for Advanced Management Systems Research, ?bo Akademi University, DataCity B, FIN-20520 ?bo, Finland, christer.carlsson@abo.fi Carlsson, Joanna, Institute for Advanced Management Systems Research, ?bo Akademi University, DataCity B, FIN-20520 ?bo, Finland, jcarlsso@abo.fi Walden, Pirkko, Institute for Advanced Management Systems Research, ?bo Akademi University, DataCity B, FIN-20520 ?bo, Finland, pirkko.walden@abo.fi Abstract Mobile services appear to be an obvious choice for travel and tourism as the travellers are on the move, which is the first criterion for mobile services to be relevant. The travel and tourism industry, which is one of the largest and most rapidly expanding industries in the world and one of the significant users of ICT in its operations, will no doubt be an important market place for mobile services. Nevertheless, according to a study we conducted in 2003, only a few of the respondents were using mobile services to support their travel but many expressed their intention to use these services when they become viable for them. The travel and tourism industry has seen many dramatic changes within the last decade because of the possibilities offered through the wired internet. When mobile ser- vices start to offer an effective alternative to presently used routines and services it is expected that they will have a profound impact on the business models of the travel and tourism industry. The available mobile services in the hospitality industry are not as many and as value-adding as expected and we contrast them with the travellers’ attitudes and expectations in an empirical study. The results and insights collected while studying travellers were later used to build a mobile booking system prototype for a major hospitality chain in Finland. Keywords: hospitality, mobile services. 1 INTRODUCTION Mobile services are part of the introduction of