Impact of Digitalization on Customer Experience Management in the Hospitality Industry

Abstract

From a policy perspective, the study underscores the importance of creating an enabling environment that fosters innovation, collaboration, and responsible digitalization practices within the hospitality industry. By highlighting the opportunities and challenges posed by digitalization, the study informs policymakers about the evolving needs and expectations of consumers in the digital age. Policymakers can leverage insights from the study to develop initiatives that promote digital literacy, data privacy, and cybersecurity standards tailored to the unique requirements of the hospitality sector. Additionally, the study emphasizes the importance of fostering partnerships between government agencies, industry stakeholders, and technology providers to address emerging issues such as data protection, consumer rights, and ethical considerations in the context of CEM. By working together to develop and implement policies that support responsible digitalization practices, stakeholders can ensure that the benefits of digital technologies are maximized while minimizing potential risks and negative externalities. In conclusion, the study on the impact of digitalization on Customer Experience Management (CEM) in the hospitality industry contributes to theory, practice, and policy by advancing our understanding of the complex interplay between digital technologies, customer experiences, and organizational strategies. By synthesizing existing knowledge, identifying key theoretical constructs, and offering practical recommendations, the study provides valuable insights for researchers, practitioners, and policymakers alike. Moving forward, further research is warranted to explore emerging trends, best practices, and challenges in digitalization and CEM, ultimately contributing to the advancement of knowledge and practice in the hospitality industry. Overall, the findings from the study underscore the transformative potential of digitalization in shaping the future of CEM in the hospitality industry, highlighting the need for continued innovation, collaboration, and responsible stewardship of digital technologies to drive positive outcomes for businesses and consumers alike.