Electronic Markets

, Volume 25, Issue 3, pp 243–254 | Cite as

Smart technologies for personalized experiences: a case study in the hospitality domain

  • Barbara NeuhoferEmail author
  • Dimitrios Buhalis
  • Adele Ladkin
Special Theme


Recent advances in the field of technology have led to the emergence of innovative technological smart solutions providing unprecedented opportunities for application in the tourism and hospitality industry. With intensified competition in the tourism market place, it has become paramount for businesses to explore the potential of technologies, not only to optimize existing processes but facilitate the creation of more meaningful and personalized services and experiences. This study aims to bridge the current knowledge gap between smart technologies and experience personalization to understand how smart mobile technologies can facilitate personalized experiences in the context of the hospitality industry. By adopting a qualitative case study approach, this paper makes a two-fold contribution; it a) identifies the requirements of smart technologies for experience creation, including information aggregation, ubiquitous mobile connectedness and real time synchronization and b) highlights how smart technology integration can lead to two distinct levels of personalized tourism experiences. The paper concludes with the development of a model depicting the dynamic process of experience personalization and a discussion of the strategic implications for tourism and hospitality management and research.


Personalization Experience Smart technology Case study Hospitality Tourism 

JEL classification



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Copyright information

© Institute of Information Management, University of St. Gallen 2015

Authors and Affiliations

  • Barbara Neuhofer
    • 1
    Email author
  • Dimitrios Buhalis
    • 1
  • Adele Ladkin
    • 1
  1. 1.Faculty of ManagementBournemouth UniversityPooleUK

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