Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

Customer Experience Management in the Hotel Industry: Principles, Theory and Practice

Authors
Bachruddin Saleh Luturlean, Grisna Anggadwita
Corresponding Author
Bachruddin Saleh Luturlean
Available Online August 2016.
DOI
https://doi.org/10.2991/gcbme-16.2016.84How to use a DOI?
Keywords
Hospitality; Hotel Industry; Theoretical Conceptualization; Customer Experience Management
Abstract
Hospitality is a service industry that is engaged in providing of accommodation and lodging. The management approach focused on customer experience management can enhance the positive image of the hotel and the customer intensity. Customer experience management based on the strategic perspective is how a company manages and maintains of customers, resolve issues that occur, and evaluate the level of customer dissatisfaction. Business-based customer experience can create the sustainable business growth. Meanwhile, many studies have been carried out by providing the important steps and key challenges the success of customer experience management, whereas this study aims to emphasize the principle, theoretical conceptualization, and practice in the hotel industry in implementing customer experience management. By organizing and synthesizing the flow of previous studies, this study provides a comprehensive framework to future studies with dimensions of customer experience management.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
2016 Global Conference on Business, Management and Entrepreneurship
Part of series
Advances in Economics, Business and Management Research
Publication Date
August 2016
ISBN
978-94-6252-268-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/gcbme-16.2016.84How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Bachruddin Saleh Luturlean
AU  - Grisna Anggadwita
PY  - 2016/08
DA  - 2016/08
TI  - Customer Experience Management in the Hotel Industry: Principles, Theory and Practice
BT  - 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.84
DO  - https://doi.org/10.2991/gcbme-16.2016.84
ID  - SalehLuturlean2016/08
ER  -