Master Degree programme in Innovation and Marketing Final Thesis on the topic "Digital Innovation and Customer Satisfaction in the Hotel Industry" Supervisor: Prof. Anna Moretti ​

Nowadays each sphere of business is influenced by digital innovations and technological progress of 21 century. That is why, the way to meet customers’ expectations is changing and organizations must constantly monitor the environment and adapt operation to transformed customer journey. This research is aimed at discovering the correlation between these concepts: digital innovations and customer satisfaction. The study is combined the theoretic frameworks of customer satisfactions and approaches to its definition as well as frameworks of implementation of sophisticated technologies into companies. The methodology includes a qualitative analysis of existing case and data collection through surveys. Specifically, it is considered the case of Venetian luxury hotel market and, particularly, JW Marriott Venice Resort & Spa. It is explored how emerging technologies impact guests’ satisfaction and their interaction with the company.