e-Hospitality-EN
e-Hospitality – digital hospitality and empathy in digital tourism service encounters in the ‘new normal’
Face-to-face encounters are increasingly moving online and the customer service experience is being delivered through multiple channels. Creating a service experience requires a wide range of skills. In particular, understanding customer experience and behaviour, using technology, customer interaction and adding value to service experiences through digitalisation.
A wide range of experiments have been carried out in the Southwest Finland region: for example, research into the user experience of web pages, the transfer of emotions evoked by an animal-assisted tourism experience to a virtual experience, the Kalevala Awakening horror drama and a five-point augmented reality outdoor trail published in Ruissalo in Turku.
https://talk.turkuamk.fi/digitalisaatio/metsaan-mentiin-ja-stressitasot-alenivat (in Finnish)
Summary of the experiments (in Finnish)
e-Hospitality blog (in Finnish)
Project duration: 1.8.2021 – 31.8.2023
Partners: LAB University of Applied Sciences and Lapland University of Applied Sciences’ sister project: eHospitality – empathy and value creation in digital tourism service encounters
Source of funding: EAKR/REACT
More information Marjatta Rännäli, +358 50 598 5331, marjatta.rannali@turkuamk.fi
