Flagship Resilient Tourism: Designing digitally supported services, business processes and business models
Type
applied research project
Start Date
July 2022
End Date
July 2026
Acronym
ResTo (subproject 2)
Keywords
tourism
travel
hospitality
resilience
digitization
data infrastructure
service design
business processes
business models
Description
The Innosuisse Flagship 'Resilient Tourism' (ResTo) is supporting the datafication of the travel sector in Switzerland. It aims at creating a National Data Infrastructure for Tourism (NaDIT) to connect data producers and providers with data users in order to facilitate innovation in the tourism system and increase resilience in line with SDG objectives. In this subproject (SP2), international data-driven best practices in tourism regarding service design, business processes and business models will be identified, resulting in service blueprints and business model maps. Furthermore, common visitor and business processes and the associated landscape of IT systems in the Swiss tourism ecosystem will be mapped to recognise opportunities for workflow automation and integration with digital tools. By analysing data provided by NaDIT, visitor patterns of behaviour and consumption are identified and categorised before developing generic as well as specific business systems and ways for their virtual digital integration. Possible configurations and governance models for digital collaboration within supplier networks will be explored.
Leader contributor(s)
Member contributor(s)
Partner(s)
Switzerland Tourism
Hotelleriesuisse
Gastrosuisse
Swiss Cablecar Association
Thomann Hospitality Management
Discover.Swiss
Selected Destination Management Organisations
Swiss Federal Railways
Intervista
Funder
Notes
This resilient tourism (ResTo) subproject (SP2) consists of four work packages (WP) with several streams each:
- ResTo SP2 WP1: Best practices regarding service design and business models in tourism and hospitality
- ResTo SP2 WP2: National visitor processes and the associated IT landscape in tourism and hospitality
- ResTo SP2 WP3: Mapping visitor flows and related touchpoints of customers in tourism and hospitality
- ResTo SP2 WP4: Configurations and governance of integrated business systems in tourism and hospitality
- ResTo SP2 WP1: Best practices regarding service design and business models in tourism and hospitality
- ResTo SP2 WP2: National visitor processes and the associated IT landscape in tourism and hospitality
- ResTo SP2 WP3: Mapping visitor flows and related touchpoints of customers in tourism and hospitality
- ResTo SP2 WP4: Configurations and governance of integrated business systems in tourism and hospitality
Range
HSG + other universities + partners
Range (De)
HSG + andere Unis + Partner
Eprints ID
248244
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Item type:Publication, Visitor Tracking im Schweizer Tourismus(2026); ; - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Kurzkonzept zum Geschäftsmodell einer «Swiss Tourist App»(2026-06); This concept report outlines the business model of a «Swiss Tourist App» functioning as a two-sided platform serving both tourists with a digital travel companion and tourism service providers with granular behavioural data. By combining tourist guiding and tourist tracking, the concept generates a win-win-win effect for users, partners, and the platform itself, with location-based features - ranging from real-time information and gamification to dynamic discounts - forming the core of the value proposition. Development is envisioned iteratively, building on existing solutions and progressively evolving into a tool for managing, activating, and retaining guests. The concept was developed as part of the Innosuisse flagship initiative “Resilient Tourism” and is based on findings from our study on “Visitor Tracking in Swiss Tourism” (HSG & HSLU, 2026).Type:work report - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Geschäftsmodelle zur Energieversorgung von Bergbahnen(2025-10); For cable car companies, the question arises as to what role they could play in the context of expanding renewable energies. To this end, this report compiles relevant basic knowledge on the Swiss energy industry and various business model configurations. Against this backdrop, specific case studies of Swiss cable car companies with initiatives in the energy sector are presented. The aim is to identify the drivers and obstacles of such projects involving mountain railways and to derive insights for business models and governance. The focus here is on renewable sources of solar, wind, and hydroelectric power.Type:work report - Some of the metrics are blocked by yourconsent settings
Item type:Publication, One solution fitting many problems: Improving the productivity of service designs(2023-02-24); Many travel and tourism enterprises are confronted with low margins and low profitability. Value is insufficiently 'captured' and often lost to intermediaries. In the recent past, many tourism and hospitality processes only could create value at all because they had access to favorable production factors. However, in the aftermath of the pandemic and due to demographic changes, key production factors (land, capital, labor) have become scarce and thus expensive. Processes must therefore be increasingly aligned with the available and often scarce human and financial resources: 'design to resources'. Improving effectivity and efficiency of systems and processes is key to improving service (and customer) productivity in tourism and hospitality. Insights from literature and practice show, that digitization and technology are key drivers.Type:conference contribution - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Business Modelling in Hospitality - Geschäftsmodelle für das Gastgewerbe(2026-04); This report, part of the Innosuisse Flagship project “Resilient Tourism” (ResTo), develops a structured decision-making tool for configuring business models in the commercial lodging sector. Building on established business model theory - in particular the Business Model Canvas with its dimensions of Value Proposition, Value Creation, and Value Capture - a morphology comprising approximately 100 hospitality-specific domains and up to 30 possible states per domain is developed. The resulting framework is illustrated using ten ideal-typical business model configurations and is available as a practice-oriented tool for the systematic further development of business models in the hospitality industry.Type:work report - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Studie zum Konzept «Hotel mit ÖV inklusive»(2024-10); A significant portion of tourism’s environmental impact stems from travel to and from vacation destinations. If travel is to become more sustainable, lower-carbon mobility is essential. Switzerland’s well-developed public transportation system holds untapped potential for tourism in this regard. To increase the share of public transportation in tourist travel to and from destinations, access should be as low-barrier as possible. At the initiative of the Conference of Regional Directors, this study, conducted in collaboration with Alliance SwissPass, HotellerieSuisse, and Switzerland Tourism, explored possible alternatives for including interregional transportation services. The goal was to gauge interest among hotels in incorporating specific “inclusive options” into their accommodation offerings. To this end, three concrete offers were developed and evaluated. Various implementation recommendations were derived.Type:work report - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Measuring the productivity of service designs in tourism and hospitality(2026-02); This report examines the productivity of service designs in tourism and hospitality, addressing the persistent challenge of measuring and improving productivity in a sector traditionally resistant to the concept. Drawing on conceptual frameworks, industry case studies, and a mapping of digital applications across business processes, it identifies key drivers of both operational efficiency and strategic resource effectiveness. A set of KPIs is developed that allows firms to benchmark productivity at the process level - from housekeeping and reception to food and beverage operations - leveraging already-available business intelligence tools. The proposed framework enables data-driven, continuous improvement as well as radical reconfiguration of asset allocation, with the aim of benefiting both service providers and their customers. This report compiles findings from the Innosuisse flagship project “Resilient Tourism” (ResTo).Type:work report - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Measuring and managing productivity: Digitally supported service designs and business models(2024-06-04); The tourism and hospitality sector faces challenges related to stagnant labor productivity and relatively low wages. A key issue lies in the lack of a clear understanding of productivity in services and in tourism specifically. However, the ongoing digitization is transforming the industry. On one hand, technology has the potential to enhance efficiency of processes and systems at an operational level. On the other hand, it provides essential data for systematic productivity measurement and management. This data-driven approach offers valuable insights into optimizing resource allocation (including land, capital, and labor) at a strategic level. Companies can refine process designs and business models by optimizing the deployment of skilled labour, technological tools, and self-service options. Looking ahead, tourism and hospitality enterprises should leverage real-time data to benchmark and enhance their productivity.Type:conference contribution - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Prototyp eines «Tool-Finders» für Hospitality und Tourismus(2025-12); This report, developed within the Innosuisse Flagship project "Resilient Tourism", presents a prototype of a "Tool Finder" for the hospitality and tourism sector. Given the vast and rapidly growing number of digital solutions - a systematic mapping identified approximately 400 tools covering up to 60 functional categories - a filter-based interface was developed to help industry actors efficiently identify software matching their specific business process needs. As a next step, the authors propose a collaborative web application that could be continuously updated by solution providers, users, and industry associations.Type:work report - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Incentives for Visitor Tracking: Is Gamification the Way to Go?(Springer Nature Switzerland, 2025-05-27);