Incorporating Technology in the Wilderness

Abstract

This case examines a challenge faced by outdoor-based accommodations and attractions regarding guest service technological expectations through the lens of copresence and technology dependence. Given the remote nature of these types of locations and lack of viable infrastructure, it can be difficult for guests and employees alike to work and play without technology such as Wi-Fi or cellular access. Additionally, the case shows how upper management and governmental entities in charge of national park tourism attempt to address the inclusion of technology access within a natural setting. The case discusses various solutions—such as utilizing a paid internet service at multiple lodges within the park or “disguised” cellular towers. However, determining the appropriate solution can be difficult, as management and other stakeholders need to balance technological guest satisfaction with preserving the natural space of the park and the wilderness that attract guests to the destination. As seen within the case, guests respond both positively and negatively to the lack of technological access within the park, which results in a challenging situation for park management to resolve.