Identifying the Complexity of Sustainability and Designing Value-Sensitive Service Ecosystems for Hotels: A Service Design Approach

Abstract

This joint project aims to identify the complexity of sustainability in hotels and design value-sensitive service ecosystems using a service design approach. Led by PolyU School of Design with EHL and partners, the team first conducts field observations and stakeholder interviews to map needs, pain points, and value exchange across the hotel service ecosystem. A large-scale survey is then used to develop stakeholder-specific sustainability KPIs. Based on these insights, we co-design prototypes and service blueprints that align operational, environmental, and guest-experience goals. Finally, we evaluate impact through empirical testing. Expected outcomes include a hotel sustainability KPI framework, implementable blueprints and toolkits, and evidence that supports adoption in real hotel contexts and cross-institutional learning.

In this joint research lab project, titled “Identifying the Complexity of Sustainability and Designing Value-Sensitive Service Ecosystems for Hotels: A Service Design Approach,” we aim to combine the complementary expertise of the Principal Investigator (PI), Dr. Park from the PolyU School of Design, and the Co-Investigator (Co-I), Dr. Cindy Y. Heo from EHL Hospitality Business School. Our goal is to conduct a theoretically robust and empirically grounded investigation using a service design approach within the hotel and hospitality industry. This joint research represents the first interdisciplinary study that integrates a service design approach and measures its impact. Therefore, it will serve as an exemplary study for both disciplines.

In this joint research project, Dr. Park (PI, PolyU) will lead the qualitative components, including field observations, stakeholder interviews, and the co-design and development of service ecosystem prototypes, leveraging his expertise in service design. Dr. Heo (Co-I, EHL) will oversee the quantitative aspects, including the design and analysis of the large-scale survey, development of sustainability KPIs, and empirical testing of prototype impact through experimental methods.

The collaboration will be carried out through a joint research lab model that integrates service design and hospitality expertise across institutions. The team will hold regular biweekly meetings to align on research progress, coordinate fieldwork and workshops, and ensure methodological consistency. Data, documentation, and analysis will be shared through collaborative platforms to support joint interpretation of findings and co-development of outputs. Both researchers will contribute to tool design (e.g., interview guides, surveys, prototypes) and collaboratively engage in dissemination activities, including co-authoring publications and presenting results at academic and industry forums.

In addition, the collaboration will provide opportunities for PhD student exchanges between PolyU School of Design and EHL, allowing research students to participate in fieldwork, design workshops, and cross-institutional learning experiences. This will foster academic and cultural exchange while enhancing the students’ understanding of interdisciplinary, real-world research. Through this collaborative research, we will establish a joint supervision scheme between PolyU and EHL.