Value addition through the exploration of digital opportunities for a coliving business in Italy
Reis, Emilia (2025)
2025
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https://urn.fi/URN:NBN:fi:amk-2025052214733
https://urn.fi/URN:NBN:fi:amk-2025052214733
Tiivistelmä
This thesis explores how digital opportunities can add value to a coliving business and its customers, with a focus on the Italian market. As coliving continues to grow in popularity, understanding how digital technologies can enhance both operational performance and customer experience, while preserving essential human touchpoints, is increasingly relevant. The objective of the study is to provide Company X with practical recommendations for leveraging digital solutions to support ongoing and future development and decision-making.
The theoretical framework draws on themes of digital transformation, business development, value creation, customer experience, and coliving. While coliving is discussed separately in more detail as the last part of the literature review, the thesis author aimed to link coliving and hospitality within all theoretical parts.
Using a mixed-method approach, the research combines a service blueprinting workshop with select participants from Company X and an online survey to previous and current colivers to capture both organisational processes and customer expectations. The workshop included four participants: the thesis author together with Company X’s advisor, manager, and intern. The online survey was sent to 49 people, including both current and former residents in Company X’s coliving, out of which 14 people responded.
Findings highlight key digital solutions, including automation, system integration, and digital resources, that improve efficiency and customer value. At the same time, results emphasise the continued importance of in-person interactions for building community and enhancing the coliving experience. The study offers actionable recommendations for Company X across operations, customer experience, community engagement, and digital visibility.
This research contributes to the growing academic field of coliving by applying a dual-perspective view on digital opportunities in the industry through the choice of methodology. Looking ahead, future studies could explore the long-term impact of digital tools on customer retention, operational cost savings, and community dynamics in coliving businesses. Comparative research between different coliving models could reveal how business strategies change between contexts. Further studies on customer personas, cultural aspects, or local regulatory factors within the Italian market would deepen understanding on how to effectively enhance digital opportunities.
The theoretical framework draws on themes of digital transformation, business development, value creation, customer experience, and coliving. While coliving is discussed separately in more detail as the last part of the literature review, the thesis author aimed to link coliving and hospitality within all theoretical parts.
Using a mixed-method approach, the research combines a service blueprinting workshop with select participants from Company X and an online survey to previous and current colivers to capture both organisational processes and customer expectations. The workshop included four participants: the thesis author together with Company X’s advisor, manager, and intern. The online survey was sent to 49 people, including both current and former residents in Company X’s coliving, out of which 14 people responded.
Findings highlight key digital solutions, including automation, system integration, and digital resources, that improve efficiency and customer value. At the same time, results emphasise the continued importance of in-person interactions for building community and enhancing the coliving experience. The study offers actionable recommendations for Company X across operations, customer experience, community engagement, and digital visibility.
This research contributes to the growing academic field of coliving by applying a dual-perspective view on digital opportunities in the industry through the choice of methodology. Looking ahead, future studies could explore the long-term impact of digital tools on customer retention, operational cost savings, and community dynamics in coliving businesses. Comparative research between different coliving models could reveal how business strategies change between contexts. Further studies on customer personas, cultural aspects, or local regulatory factors within the Italian market would deepen understanding on how to effectively enhance digital opportunities.