Mining customer knowledge for tourism new product development and customer relationship management

post by : leonie.biba

Tourism is now one of the fastest growing sectors of the world economy. It contributes to regional and national economic development. For this reason, it is important for marketers to stay close to their customers and keep them as clients. The aim of studying new product development (NPD) and customer relationship management (CRM) is to improve the ability to anticipate and understand buying behaviour by staying focused on the customers’ needs and wants. Customer purchases have profiles and patterns and understanding these is a way for businesses to get closer to the buyer, and therefore develop long-term relationships with them in the tourism industry. For this purpose, the customer must be the focal point of the organisation.

In order to give the customer all the attention, we need to know what it is that they want: we need to collect data. The process of discovering this sort of information, such as patterns and associations, is called data mining. Market knowledge can then be extracted from the analysis of the data.

In this article, a study was done on tourists in Taiwan, to find out what their preferences and purchase behaviour were, and to understand their market segmentation. The results showed that the main factors considered by customers on inbound travel were security, travel agency reputation, travel style and acceptable price. The travel agency where the data was from was then able to think about developing new tourism products, according to the results they found.


Keywords:tourism management, new product development, data mining, customer relationship management

Source:Liao, S. H., Chen, Y. J., & Deng, M. Y. (2010). Mining customer knowledge for tourism new product development and customer relationship management. Expert Systems with Applications37(6), 4212-4223. 


What future has Switzerland as a holiday destination?

post by : miriam.fux

In the 1970s, the discussion was dominated by the statement that tourism is taking the risk of destroying its capital, namely its intact nature. A sensitization took place, for a careful handling of the resource landscape. 

According to a representative survey, an intact nature and a beautiful landscape are the most important pull factors for tourists to visit Switzerland. It also showed that hotel overnight stays have increased in recent years, especially in structurally weak peripheral regions, which have a wide variety of landscapes. 

The aim is to sensitize tourism promoters and visitors. To reach this aim, long-term projects with sustainable content are promoted to provide various offers to tourists.

The division of work in our society with its highly specialized working environment arises tourism additional opportunities. As a result, tourism has the opportunity to make a contribution to experience something we miss in our everyday life, for instance to maintain a dry stone wall.

The environment and tourism will benefit if the diversity and beauty of the landscape can be preserved.


development of mountain destination

post by : robin.wenger


Innovation, sustainable tourism and environments in mountain destination development: a comparative analysis of Austria, Slovenia and Switzerland


The article talks about different factors that can influence the development of a mountain destination such as the different environments (economic, technological, natural and socio-cultural) and the innovation level.


Mountains destinations are very susceptible to the negative impacts that humans cause and need to be protected through sustainable development to preserve their way of life and tourism play a key role in the conservation of mountain destinations.


To successfully carry out and measure the concept of sustainable development in mountain destinations, a variety of indicators should be used for the assessment of a destination’s development.


A comparison between 3 mountain destinations (Switzerland, Austria and Slovenia)

This research can show that the destinations in Switzerland and in Austria outperform in almost every point the destination in Slovenia however the Slovenian destinations have a great potential for development. Even though, Switzerland and Austria cannot be differentiated in terms of the most successful tourism development, they have still few differences between them such as environmental sustainability and transportation which are a bit more convenient in Switzerland.





The Concierge. Tradition, Obsolescence and Innovation in Tourism

post by : oriane.gachet


In this summary, we will see how a role figure of the hotel industry, the concierge, is evolving.

First, what is a concierge? A concierge is a traditional key role in the hotel industry. He can be described as “the most outstanding interpreter of luxury service in hospitality”. His role is to provide services, information and advice to the hotel customers but also take restaurant, concert and other reservations for them. The concierge has also other qualities such as empathy and communication skills, as he is in direct contact with the customers.

More and more, the role of concierge is being replaced by various persons or by technology. In less luxurious hotels, the receptionist will often play the role of a concierge. Sometimes, hotels also hire concierge from specialised firms. These private concierges are not part of the hotel staff and therefore have no “memory” of the guests. They can’t build lasting relationships with frequent hotel customers. An example of a private concierge company would be John Paul, founded in Paris in 2008.
Nowadays with the democratisation of internet, more and more customers find information directly on the net. The concierge is only there to confirming and reassuring the guest on the information they already found. They are also expected to give personal advices which cannot be found on internet. More extreme situations occur when technology completely takes the role of the concierge. In Vancouver, the Opus hotel provides an example of a virtual concierge. Customers have a virtual contact with this concierge by answering questions on the internet. Based on their answers, the Hotel provides specific recommendations to the different customer micro-segments.
Robots are also being implemented in hotels’ hall to greet customers, answer their questions and take their reservations. The Connie robot introduced in Hilton hotels is a good example of this new concierge type.

As concierges are traditionally very important in the hospitality field, there is a big controversy around the fact of the concierges being replaced by robots. Virtual concierges are reducing costs and offer very effective customer satisfaction, but an interview shows that customers were still in need of human contact, especially for more specific services.  

The future of concierges in hospitality is slowly disappearing but good news, post internet concierges are likely  reorient themselves in other places like malls, apartment buildings, companies, etc. They might also cover new services like babysitting, grocery delivery, health care and so on to help people have a better balance between their professional and personal life.


Source: Bellini, N., & Convert, L. (2017). The Concierge. Tradition, Obsolescence and Innovation in Tourism. Symphonya. Emerging Issues in Management, (2), 17-25.



In What condition is a price increase perceived as fair? An empirical investigation in the cable car industry

post by : anthony.vollenwe

This research has been done by the University of Wollongong, Australia, in collaboration with researcher from the University of St. Gallen. They conducted a survey in order to understand the customer’s perceived price fairness in function of different price increase conditions. Because of the fierce national and international competition but also to protect their image and loyal customer, Swiss firms seem reluctant to change their price compared to other countries which made it a good subject for this study: only 38% did it between 2016/17 and increase of only 17% compared to around 35% for the other alpine countries (Vanat, 2017).

Four claims have been advanced, tested, and confirmed by this study (Bieger, Engeler, Laesser, 2010):

  1. A price increase based on an increase in a firm’s cost is perceived as more fair than a price increase due to excess demand.
  2. A price increase indicating an increase in customer’s perceived value is perceived as more fair than a price increase with no indication on an augmented perceived value.
  3. A price increase based on an external and uncontrollable cost-based reason is perceived as more fair than a price increase due to internal and controllable cost based reasons.
  4. A price increase with a reason provided is perceived as more fair than a price increase without a reason, even if the reason provided is unfavourable for the firm.

It is important to be aware of the customer’s view, of the customer’s behavior. By doing this, we understand that communication about a price change is probably the most important action. The change will be better accepted than by trying to hide it. Furthermore, the customer is more likely to accept a price change if there is an added value (Bieger, Engeler, Laesser, 2010), if he thinks that he will make himself better off, so revenue management is an important part of setting prices and how we justify it. If I develop more my personal thinking by using an element we have seen during the course; by justifying the reason of the different rates, the customer will understand why at that moment it is cheaper or more expensive and will take the responsibility about not having made the purchase at the right moment. We can say that the company transfers the responsibility of the level of the rates to the customers.

Key words: Price increase, perceived price fairness, accepted change


Bieger, T., Engeler, I. & Laesser, C. (2010). In what condition is a price increase perceived as fair? an empirical investigation in the cable car industry. 20th Annual CAUTHE 2010 Conference (pp. 1-12). Hobart, Tasmania: School of Management, University of Tasmania

Vanat, L. (2017). Bilan de la saison 2016 / 17 Fréquentation des domaines skiables. Bern : Remontées Mécanique Suisses



Does a happy destination bring you happiness? Evidence from Swiss inbound tourism

post by : fanny.montavon

Does a happy destination bring you happiness? Evidence from Swiss inbound tourism

This article shows how certain destinations generate happiness, thus improve the overall life-satisfaction of their visitors. The study, which takes swiss destinations as evidence, is based on the destination image as well as the quality of the services it provides and the impacts these two factors have on customers happiness (life satisfaction) and on their emotions (positive and negative affects) while at the destination. It concludes with a few interesting managerial recommendations for destination managers.

Happiness is a topic that has been widely discussed over the years and which has a lot to do with tourism, as the latter is considered to be one of the fields that generates most satisfaction in life. The article states that the destination choice is an important factor in creating satisfaction, as not every destination will fully meet the traveller’s expectations. Another factor that need to be considered is the range of activities provided at the chosen destination. For example, activities such as scuba diving or mountain climbing have been decreed as happiness-boosters, for they push people to their limits and most of the time result in positive experiences.

The article points out the facts that services of good quality are essential, this explains why swiss destinations, whose quality is emphasised, are so appreciated. Also, the destination is, for the tourist, a temporary home where he wants to feel good. Once a significant level of satisfaction is reached by the tourist, he is more likely to increase his spending. Moreover, It has been proven that tourists spend more money in happier countries.

Even though the study revealed almost only positive results, the authors mentioned the fact that the level of happiness fluctuates over the different stages of the travel (fatigue, travel issues). On the other hand, it has been found out that people are somehow reluctant to link their travel experiences with negative emotions. In other words, once on holiday, tourists always try to see the bright side of what is not going as expected. Isn’t it already proof that tourism makes people happy?



Aussergewöhnliche Übernachtungsmöglichkeiten

post by : rahel.stampfli

Übernachten im M-Budget Hotelzimmer:

Das M-Budget Hotelzimmer befindet sich im 4 Sterne Hotel des Säntisparks in Abtwil bei St. Gallen. Dieses Hotelzimmer ist das erste seiner Art. Ziel des Hotels war es ein günstiges und kultiges Zimmer zu kreieren. Das gesamte Interieur und die Produkte tragen das M-Budget Logo. Der Preis pro Nacht beträgt CHF 99.90 für ein Doppelzimmer.


  • 28m2 grosses Zimmer
  • Kingsizebett
  • Badezimmer mit Dusche oder Badewanne
  • Sitzsäcke anstelle eines Sofas
  • Minibar
  • Klimaanlage
  • Wlan
  • Safe


Übernachten im Fass:

In der Nähe von Bad Ragaz (Jenins) gibt es die Möglichkeit in einem grossen ausgebauten Weinfass zu übernachten. Die Fässer wurden zu einem Hotelzimmer im «Chaletstil» umgebaut. Für 222.- pro Nacht für zwei Personen erhält man das «Kompletpaket». Dazu gehört die Übernachtung, ein Apéro, eine Flasche Weisswein, Mineral, Tee und Kaffee. Zudem ist auch ein Fondue und Dessert, sowie ein grosses Frühstück im Preis inbegriffen.


  • Kingsizebett
  • Tisch
  • Bad
  • «Kompletpaket»


Übernachten im Flugzeug:

Das «Flugzeug-Zimmer» befindet sich in La Chapelle in der Nähe von Nancy. Pro Person und Nacht bezahlt man CHF 80.- darin inbegriffen ist lediglich das Frühstück. Bettwäsche, Schlafsack und Handtücher müssen selbst mitgebracht werden. Bei dieser Art von Übernachtung steht das Erlebnis im Zentrum nicht der Komfort. Diese Übernachtungserlebnisse gewinnen immer mehr an Beliebtheit.


  • 2 Lofts à 40m2 davon 1 wie ein Hotelzimmer buchbar.



La robotique dans le tourisme

post by : gabriele.stelitan



La robotique dans le tourisme





Les robots font partie de l’imaginaire des hommes depuis toujours. Mais alors que nous nous étions habitués à ce que ces machines douées d’intelligence restent cantonnées à des rêves futuristes bien éloignés de notre quotidien, voici qu’une série d’initiatives très concrètes se multiplient de par le monde depuis quelques années. A tel point qu’on peut estimer aujourd’hui que les humanoïdes vont bel et bien arriver parmi nous d’ici 5 à 10 ans, et que le tourisme va être un des tout premiers secteurs impactés. Par robot, on entend un dispositif alliant mécanique, électronique et informatique accomplissant automatiquement des tâches dangereuses, pénibles, répétitives, ou bien des tâches simples mais avec une efficacité plus grande qu’un humain.





La robotique est aujourd’hui une tendance susceptible d’influencer le Tourisme. Dans le domaine du Voyage, on connait déjà Pepper, le robot humanoïde de SoftBank Robotics. Un grand nombre de robots avec différentes spécificités ont été présentés aux professionnels du secteur et au grand public. 












C’est une innovation qui fait la fierté de l’office du tourisme Porte de DrômArdèche, à Hauterive. Depuis un certain temps, ce robot humanoïde accueil les touristes à l’entrée du bâtiment. Une première en France. Pepper est un robot de 1m20, 28kg, ses yeux sont capables de repérer son interlocuteur en face de lui, et un écran tactile sur le ventre peut permettre des recherches approfondies. Son rôle est de guider, en français ou en anglais, les touristes dans la région et de leurs faire découvrir d’autres destinations, comme le montre la vidéo ci-dessous.


La robotique touche également le monde de l’hôtellerie. Un nouveau guide édité par hotelleriesuisse et deux hautes écoles spécialisées (HES) aide les établissements à dresser un état des lieux précis pour mieux définir les mesures à engager.

Selon une étude réalisée par l’Université de Saint-Gall, pour le tourisme suisse Il convient aujourd’hui de solliciter plus la numérisation et la robotique pour renforcer la capacité concurrentielle de l’hôtellerie suisse.


Par exemple comme la photo ci-dessous nous les présente, dans plusieurs hôtels Aloft aux États-Unis, c’est le Botlr qui apporte aux clients boissons et autres produits commandés par smartphone.


Un vaste choix d’outils numériques s’offre aujourd’hui aux hôteliers : il y a bien sûr les systèmes de réservation bien connus, mais aussi les robots bagagistes ou robots de service, ou encore les dispositifs de check-in en reconnaissance faciale. Toute la difficulté consiste à savoir quelle solution convient à quel hôtel ou, pour le dire autrement, comment opérer la transformation numérique au plus près des besoins.

Le projet intitulé « Étude de la numérisation dans l’hôtellerie suisse » entend y répondre pour élaborer ensuite un guide à l’usage des directeurs d’hôtel. L’outil leur permet de mesurer la maturité numérique de leur établissement et leur met à disposition des conseils précis sur la stratégie à mettre en place. C’est là précisément que réside le caractère novateur du projet car il fournit une solution précise et directe aux entreprises rendant leur positionnement sur le marché plus efficace.















Blotr le robot des hôtels Aloft



Suite à ces deux exemples nous pouvons en tirer la conclusion que dans le secteur touristique Suisse et international, les technologies, particulièrement la robotique, ne cessent d’évoluer afin de prendre, au fil du temps, une place de plus en plus importante. Les robots remplacent l’humain et proposent des services variés tels que la réception de clients jusqu’à la satisfaction directe de services en tout genre aux clients d’offices de tourisme, hôtels ou encore la restauration. Cela nous permet de prendre conscience que les robots seraient le futur du tourisme en tout genre et surtout pour le bonheur des entreprises qui ont la soif d’évoluer et se rendre plus concurrentiel sur le marché.



Quel avenir pour les musées en Suisse

post by : sarah.zoffelgr

Définition d'un musée


Le conseil international des musées (ICOM), définit le musée ainsi :

Le musée est une institution permanente, sans but lucratif, au service de la société et de son développement, ouverte au public et qui fait des recherches concernant les témoins matériels de l’homme et de son environnement, acquiert ceux-là, les conserve, les communique et notamment les expose à des fins d’études, d’éducation et de délectation.





Impacts du tourisme de masse

post by : roxane.ivanoff

A ses débuts, le tourisme n’était réservé qu’à une clientèle privilégiée, fortunée, qui avait le temps et les moyens de voyager. Suite à la révolution industrielle et aux avancées technologiques, le phénomène s’est globalisé et est devenu accessible à une majorité de la population. De ce fait, certaines zones se retrouvent désormais noyées sous l’afflux constant de touristes. Certaines conséquences de ce tourisme de masse peuvent être bénéfiques à la population locale, mais malheureusement les conséquences négatives sont très importantes. En Suisse, le tourisme de masse est apparu à partir des années 1970 et a continué à s’amplifier, causant la perte du fameux restaurant l’Äscher Wildkirchli, qui fut contraint de fermer en 2018 en raison du tourisme de masse. Bien que le tourisme permette une ouverture sur le monde, certaines mesures sont à entreprendre si nous ne voulons pas voir le cas de ce restaurant se perpétuer dans le futur.