Apps in Hospitality and Tourism: Conceptualization of Branded Apps in Building Traveler Satisfaction and Loyalty

Apps in Hospitality and Tourism: Conceptualization of Branded Apps in Building Traveler Satisfaction and Loyalty

Sajad Rezaei (Taylor's University, Malaysia) and Milad Kalantari Shahijan (Universiti Teknologi, Malaysia)
Copyright: © 2017 |Pages: 26
DOI: 10.4018/978-1-5225-2449-6.ch010
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Abstract

The development of Apps usage in the tourism industry is along with the rise of relevant technologies that has affected the tourism industry all around the world. In order to build a competitive brand, firms are forced to implement the information technology related functions in their core business model. This chapter mainly focuses on the impact of Apps implementation in hospitality and tourism sector and conceptually propose that how branded Apps could yield tourist satisfaction and loyalty. Apps awareness, Apps quality and Apps image are proposed as several indicators of traveler's satisfaction and loyalty. The chapter argue that branding makes a business advantage; the brand follows indication of quality and assurance to the buyer and also special characteristics that could inspire consumers to buy products or services that are branded.
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Apps In Tourism And Hospitality Sector

The fast development of information communication technologies and the expansion of the internet have changed industry structures around the world (Ma et al., 2003). Perhaps, impacts even more on the tourism industry than on any other (Amin et al., 2014; Bhat & Shah, 2014; Daliri et al., 2014; Rezaei & Amin, 2013). Similarly, the internet has played a fundamental role in reshaping the means through which information related to tourism is transmitted as well as the plans people draw in preparation for travel and how they consume it (Buhalis & Law, 2008).

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