ABSTRACT
This chapter is dedicated to innovation in hospitality service experience creation and delivery. The chapter provides readers with a brief summative history of the utilization of technology as a marketing medium in the hospitality industry, highlighting key technological advances in electronic commerce which have affected the industry. The focus then shifts to current practices, specifically related to mobile applications and the hotel segment. Specific focus is placed upon mobile applications, mobile check-in, location-based targeting, and utilizing technology as a co-creation technique to enhance the experience of guests. Finally, the chapter discusses why technology is important as an engagement and service quality tool, providing insights into how hospitality companies can use technology to increase customer satisfaction and brand loyalty.
