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

DOI

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.

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  - 2016/08
DA  - 2016/08
TI  - Customer Experience Management in the Hotel Industry: Principles, Theory and Practice
BT  - Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SP  - 460
EP  - 463
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.84
DO  - 10.2991/gcbme-16.2016.84
ID  - SalehLuturlean2016/08
ER  -