8. • Middle age, (35-55 years); Finland
• Male
• Travels a lot, spends many nights in Kuopio
• Also trips to other mainly domestic destinations
• Personas Niilo, 45 professor of chemistry. Travels alone.
Lives with wife, but travels alone
12. • The service process re-engineered: from clients to
guests
• New business: activity services
• Community building
• No reception desk, guests are welcomed seated in
tables.
• Check inn-process in the back office
• Check inn Express Kiosk works as support system
