This is a new study by Flemming Sørensen and Jens Friis Jensen from the Innovation institute at Roskilde University. Focussing on how the usual encounters with service staff are limited in terms of value creation and knowledge development. The study explores destination-based companies such as attractions, hotels and restaurants, where service staff have direct contact with tourists. Specifically, the study uses an innovation field experiment in a retro design boutique hotel in Copenhagen.
The argument revolves around the standardised and rigid oneway service deliveries, that dominate hotels, attractions and restaurants. They are not experience oriented. This is a paradox because the tourism sector and specifically hotels, attraction and restaurants is experience intensive where customers often seek out and pay for the experiences above everything else. By changing the character of these encounters from service to experience encounters, the value of these encounters will rise and it will increase knowledge creation.
Continue reading Personalised experience instead of standardised service