Flagship Resilient Tourism: Designing digitally supported services, business processes and business models
Type
applied research project
Start Date
July 2022
End Date
June 2026
URI
Acronym
ResTo (subproject 2)
Status
ongoing
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(s)
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
Range
HSG + other universities + partners
Range (De)
HSG + andere Unis + Partner
Division(s)
Eprints ID
248244

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  • Publication
    Measuring and managing productivity: Digitally supported service designs and business models
    ( 2024-06-04)
    Simon Kuster orcid-logo
    ;
    Christian Laesser
    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
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/120371
  • Publication
    One solution fitting many problems: Improving the productivity of service designs
    ( 2023-02-24)
    Kuster, Simon orcid-logo
    ;
    Laesser, Christian
    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
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/107693