Naslov
Creating personalised guest experience journey in leisure hotel

Autori
Marković, Suzana ; Gjurašić, Matina

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
Recent advances in information technology, tourism, economics, management and agriculture

Urednik/ci
Online

Izdavač
Udruženje ekonomista i menadžera Balkana (UDEKOM)

Grad
Beograd

Godina
2020

Raspon stranica
31-46

ISBN
978-86-80194-37-0

Ključne riječi
Guest experience journey ; Virtual reality ; Artificial intelligence ; Front-line employee.

Sažetak
With advancements in technology, the use of Virtual Reality (VR) and Artificial Intelligence (AI) in the hospitality industry has become common. New technologies have changed the guest's expectations and their journey. Therefore, the purpose of this paper is to provide a comprehensive conceptualization of the personalized guest experience journey in a leisure hotel i.e. the way front-line employees create a personalized and pro- active guest experience that the intelligent use of data and technology support. The paper provides a systematic literature review of VR and AI as a support tool for front-line employees while creating a personalized guest experience during each of the five stages of the guest cycle: pre- arrival, arrival, stay, departure, post-stay. This paper is theoretical, so empirical studies are necessary to validate or reject the proposed concept.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA