Abstract—The economies of developed countries have significantly transformed from manufacturing based to service based, where the hospitality industry plays an important role. Within this context, new service design and service innovation are vital for maintaining competitive advantage. Recently, pervasive computing has emerged as a key enabler in various industries in support of service innovation by facilitating the design of new services. This study aims to investigate the benefits provided by pervasive computing in the hospitality domain for improved customer satisfaction, profitability, and operational efficiencies. First, an overview of pervasive technologies is presented. When reviewing existing applications in the hospitality domain, it is observed that most of the pervasive applications currently found in the hospitality market are primarily focused on the RFID technology, and managed by disconnected systems. Our aim is to propose an integrated pervasive computing framework supporting innovative services incorporating pervasive technologies for the hotel industry, and not being limited to RFID applications. Via the analysis of the framework, changes in business processes are exposed, and improvements obtained through the collected data on the framework integrated with the enterprise systems are discussed.

Index Terms—hospitality, pervasive computing, service design, service innovation

Cite: Ebru Gökalp and P. Erhan Eren, "Impact of Pervasive Computing on Service Design in Hospitality," Journal of Advanced  Management Science, Vol. 1, No. 2, pp. 241-245, June 2013. doi: 10.12720/joams.1.2.241-245