EXPERIENCE MANAGEMENT IN HOSPITALITY AND TOURISM: REFLECTIONS AND IMPLICATIONS FOR FUTURE TREND
Keywords:
experience management, hospitality, tourism, customer experience, personalization, digital transformation, sustainability, emotional engagement, innovation, future trends..Abstract
In recent years, experience management has become a central concept in the development of the hospitality and tourism industries. The growing demand for personalized, emotionally engaging, and memorable travel experiences has transformed traditional service models into customer-centric systems. This study examines the evolution of experience management, focusing on its theoretical foundations, practical applications, and implications for future trends in tourism and hospitality. The research highlights how technological innovations, digitalization, and sustainability principles are reshaping guest experiences and redefining value creation in the industry. Furthermore, it emphasizes the importance of emotional intelligence, cultural adaptability, and experiential design in enhancing customer satisfaction and brand loyalty. The findings suggest that future trends will rely heavily on data-driven personalization, immersive technologies, and ethical tourism practices to create holistic and meaningful experiences for travelers.
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