The hospitality industry: service digitalisation

Abstract

Digitalisation is the process of saturating the physical environment with electronic and digital devices, systems and tools that enable electronic communication exchange between them. This process creates a cyber-physical space where the virtual and physical become integrated. This phenomenon has also affected the tourism and hospitality sector, leading to the emergence of new travel formats such as virtual tourism and 3D tours, as well as the intensive development of online platforms that meet the needs of the tourism industry. The Internet is becoming an essential tool for business development in the hospitality industry. Creating their own websites allows companies to offer unique offers, use low-cost advertising formats, and communicate electronically with consumers, partners, and tour operators [Кухарук, та ін., 2024]. A well-designed and user-friendly website not only increases business visibility, but also allows you to collect user data by customising the interface to suit their needs.