Abstract
The most recent technological advancements have created new opportunities for the design of guest experiences. Artificial intelligence, service robots, smartphones, tablets, RFID, and smart bands can be all considered as part of a unique family of devices that rely on the internet to mediate between the digital and virtual world. They are, in fact, strongly interconnected devices, that often rely on cloud computing or on the internet to share real time information among each other’s or providing intelligent responses to customers’ problems. Due to their reliance on the internet, these technologies are often referred to as internet of things technologies. Internet of things technologies are often viewed as an opportunity to create seamless, comfortable, and highly customized experiences. A high reliance on technology, however, can also have negative impacts of the customer experience, notably it can lead to cognitive overload or experience depersonalization. It is then essential to strategically integrate technologies in a way that contribute to costumer well-being and positive long-lasting memories. The objective of this thesis is therefore to understand how internet of things technologies can be incorporated in the hospitality sector in a way that contributes to the creation of memorable experiences. The thesis is a collection of papers, and it is divided into four chapters, covering the general literature on memorable experiences and the impact of internet of things on the perceived consumer experiential value. All together the results of this thesis show that considering technology in hospitality under an eudemonic perspective, rather than an hedonic perspective, can open new opportunities for the creation of memorable experiences and the improvement of guests’ well-being.