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Design and Implementation of a Mobile Phone-based Hospitality Service Quality Assessment System

  • Conference paper
Book cover Information and Communication Technologies in Tourism 2006

  • 4660 Accesses

Abstract

This work in progress paper reports on experiences of designing and implementing an interactive hospitality service quality assessment system. The system requirements have been derived from a prior field study, which builds the input to the engineering phase. The paper details these requirements in the form of a use scenario, derives the system design from this scenario, translates the design into an implementation (the ISQUAL prototype) and discusses first results for using the system in a hospitality enterprise.

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Authors and Affiliations

  1. Institute for Business Information Systems, University of Applied Sciences Valais (HEVs), Switzerland

    Thomas Steiner & Florian Doche

  2. Lausanne Hospitality Research (LHR), Ecole Hôtelière de Lausanne, Switzerland

    Antoine Barbara

Authors
  1. Thomas Steiner
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  2. Antoine Barbara
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  3. Florian Doche
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Editor information

Editors and Affiliations

  1. Fakultät für Wirtschaftswissenschaften und Informatik, Alpen-Adria-Universität Klagenfurt, Klagenfurt, Austria

    Martin Hitz

  2. School of Business, University of the Aegean, Chios, Greece

    Marianna Sigala

  3. School of Business, University of Western Australia, Crawley, Western Australia, Australia

    Jamie Murphy

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© 2006 Springer-Verlag Wien

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Cite this paper

Steiner, T., Barbara, A., Doche, F. (2006). Design and Implementation of a Mobile Phone-based Hospitality Service Quality Assessment System. In: Hitz, M., Sigala, M., Murphy, J. (eds) Information and Communication Technologies in Tourism 2006. Springer, Vienna. https://doi.org/10.1007/3-211-32710-X_49

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  • DOI: https://doi.org/10.1007/3-211-32710-X_49

  • Publisher Name: Springer, Vienna

  • Print ISBN: 978-3-211-30987-2

  • Online ISBN: 978-3-211-32710-4

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