A Framework for Conceptualizing Customer Experiences Management in the Hotel Industry

DOI

10.2991/isclo-15.2016.25How to use a DOI?

Keywords

CEM, Customer Attitude, Customer Loyalty, Hospitality Industry, Social Environment

Abstract

The hospitality industry has an excellent investment potential. The tourism sector is closely related to the hospitality industry, where the growth of the hospitality industry cannot be separated from the development of the tourism sector, and vice versa. The rapid development of the hospitality industry leads to the emergence of intense competition in attracting guests to stay as well as to take advantage of the facilities available at the hotel. Every hotel aims to provide the customer experience in order to create customer loyalty that have an impact on the level of customer revisit intention. In this paper, we provide an overview of the existing literature on the management of the customer experience and expand the process of creating a customer experience from a managerial perspective. This paper proposes a conceptual model, which discusses management strategies as a determinant factor of the customer experience. This paper discusses the factors of customer experience management, where the customer attitude and social environment (trend and lifestyle) also influential in shaping the customer experience. Customer experience management is also seen based on strategic perspective with a focus on issues such as how and to what extent an experience-based business can create growth. This study provides the conceptual framework of Customer Experience Management (CEM) as the company's new ways to try to understand and manage the customer experience and thus contribute both to academic research and managerial implications.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Bachruddin Saleh Luturlean
AU  - Grisna Anggadwita
PY  - 2016/03
DA  - 2016/03
TI  - A Framework for Conceptualizing Customer Experiences Management in the Hotel Industry
BT  - Proceedings of the 3rd International Seminar and Conference on Learning Organization (isclo-15)
PB  - Atlantis Press
SP  - 132
EP  - 136
SN  - 2352-5398
UR  - https://doi.org/10.2991/isclo-15.2016.25
DO  - 10.2991/isclo-15.2016.25
ID  - Luturlean2016/03
ER  -