FutureHotel - 360° Hotel Service Ecosystem Study
Borkmann, Vanessa; Geißendörfer, Ronja
ISBN 10: 3839621550 ISBN 13: 9783839621554
Published by Fraunhofer Verlag, 2026
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Soft cover
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Synopsis:
The study explores a paradigm shift in the hospitality industry by redefining hotels as multifunctional service hubs embedded in their local environments. A central innovation lies in the ecosystem-based perspective: Hotels are conceptualized not merely as isolated providers but as integral nodes in a broader value creation network involving guests, employees, local communities, and strategic partners. The study introduces a new framework that classifies hotel service innovations into ten service categories while mapping demand patterns across stakeholder groups. Using a mixed-methods approach combining literature analysis, expert workshops, and empirical survey data of 4,880 respondents, the study identifies and systematizes emerging service potentials beyond traditional accommodation functions. This approach enables a differentiated understanding of service expectations and highlights underutilized business potential. By aligning hotel offerings more closely with community needs and urban development goals, the study provides a future-oriented model for sustainable hospitality transformation and hybrid business model innovation.
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Bibliographic Details
Title: FutureHotel - 360° Hotel Service Ecosystem ...
Publisher: Fraunhofer Verlag
Publication Date: 2026
Binding: Soft cover
Condition: New