政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/110688
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 114898/145937 (79%)
Visitors : 53982864      Online Users : 758
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大典藏 > College of Commerce > International MBA > Theses >  Item 140.119/110688


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/110688


    Title: 觀光服務業客戶關係管理之數位轉型: 深入探討旅館服務業
    The digital transformation of customer relationship management with the leisure segment in the hospitality industry: focus on accommodation services
    Authors: 狄海倫
    Delay, Hélène
    Contributors: 尚孝純
    Shang, Shari
    狄海倫
    Delay, Hélène
    Keywords: 數位轉型
    客戶關係
    管理
    旅館服務業
    Digital transformation
    Customer relationship
    Management
    Accommodation services
    Date: 2017
    Issue Date: 2017-07-03 14:40:04 (UTC+8)
    Abstract: Hélène Delay
    The hospitality industry has been subject to enormous changes since the 2010’s with each actor trying to differentiate itself through innovation on architecture and design, comfort, services and especially on the overall traveling experience that is highly affected by technology.
    This research aims to show how the digital transformation affects the customer relationship management in the hospitality industry with a focus on accommodation services for the leisure segment.

    After giving a wide overview of the hospitality industry and the trends related to technology, the report will focus on hospitality groups, specialized in accommodation services, and the challenges brought by the digital transformation regarding the customer relationship management with the leisure segment. The analysis of multiple cases studies relying on second-hand data will lead this research to highlight the solutions adopted by hospitality groups to cope with the challenges on the customer relationship management with the leisure segment disrupted by the digital transformation.

    The digital transformation has brought many challenges: new consumption habits, tech-savvy customers, the rise of digital competitors and an entire new economy based on the sharing of services and commodities. In order to deal with these challenges, hospitality groups have deployed efficient solutions for e-reputation and data management, they have developed new services that are now highly-personalized and automated and offer a mobile and digital experience to customers looking for mobility, ease of use and efficiency.

    These challenges should not be considered as threats for hospitality groups but rather as opportunities to create value, differentiate and increase sales.
    Reference: • Reports:
    1. Statista.com
    2. 2016 Lodging technology study, HT Magazine
    3. Hospitality trends for 2016, EY

    • Websites:
    1. Travel Weekly`s 2016 Power List, http://www.travelweekly.com/Powerlist2016
    2. Customer relationship definition, business dictionary, http://www.businessdictionary.com/definition/customer-relationship.html
    3. World Tourism Organization, http://www2.unwto.org/
    4. Trends in the hospitality industry, EY, http://www.ey.com/Publication/vwLUAssets/EY-les-tendances-du-secteur-hotelier-pour-2016/$FILE/EY-les-tendances-du-secteur-hotelier-pour-2016.pdf
    5. The top 10 hospitality groups, BFM Business TV, http://bfmbusiness.bfmtv.com/entreprise/voici-les-10-plus-grands-groupes-hoteliers-du-monde-871527.html
    6. MKG group, consulting services in the hospitality industry, http://mkg-group.com/mkg-group-expert-hotelier/
    7. E-tourism, KPMG, https://home.kpmg.com/fr/fr/home/media/press-releases/2016/05/e-tourisme-2016.html
    8. The Global Hotel Industry and Trends for 2016, Hospitalitynet, http://www.hospitalitynet.org/news/4073336.html
    9. 2017 hotel trends to look out for, Hospitalitynet, http://www.hospitalitynet.org/news/global/147000329/4079563.html
    10. Customer Experience Strategy for hotels and how it can Generate More Revenues, Hospitalitynet, http://www.hospitalitynet.org/news/4069852.html
    11. The sharing economy: concepts and lessons for hospitality, Hospitalitynet, http://www.hospitalitynet.org/news/4076818.html
    12. 7 key trends emerging in the hospitality industry, Multibriefs exclusive, http://exclusive.multibriefs.com/content/7-key-trends-in-the-hospitality-industry/travel-hospitality-event-management
    13. Top 6 hospitality tech trends for 2014, Elevenwireless, http://www.elevenwireless.com/top-6-hospitality-tech-trends-for-2014/
    14. A New Breed of Traveller: How Consumers are Driving Change in the Hotel Industry, 4hoteliers, http://www.4hoteliers.com/features/article/8022
    15. 7 trends that are transforming the hospitality industry, hospitality magazine, http://www.hospitalitymagazine.com.au/Management/7-technologies-that-are-transforming-the-hospitali
    16. 6 Mega-Trends in Hotel Technology, Hospitality Technology, http://hospitalitytechnology.edgl.com/news/6-Mega-Trends-in-Hotel-Technology105033
    17. The hospitality clientele, Coach Omnium, http://www.coachomnium.com/bonus/la-clientele-hoteliere.html
    18. Hospitality: Latin American and Asia the growth generators, Hospitality-on, http://hospitality-on.com/actualites/2016/07/07/parc-hotelier-monde-2016-lamerique-latine-et-lasie-moteurs-de-croissance/
    19. Leisure and business travel share importance in US travel expenditure, Market Realist, http://marketrealist.com/2014/12/leisure-business-travel-share-importance-us-travel-expenditure/
    20. Hotel Reputation Management, Customer Alliance, http://www.customer-alliance.com/en/articles/hotel-reputation-management/
    21. Revinate surpasses 25000 hotel clients signing with Starwood Hotels & Resorts, Revinate, https://www.revinate.com/blog/2015/08/revinate-surpasses-25000-hotel-clients-signing-starwood-hotels-resorts/
    22. Revinate and Fairmas enter into a strategic partnership to combine online reputation, social media mentions and performance data on hotel competition, Hetras, http://www.hetras.com/blog/revinate-and-fairmas-enter-into-a-strategic-partnership-to-combine-online-reputation-social-media-mentions-and-performance-data-on-hotel-competition


    23. How technology has transformed the travel industry, The Guardian, https://www.theguardian.com/media-network/2016/feb/29/technology-internet-transformed-travel-industry-airbnb
    24. Hoteliers to watch out for mobile-moments and dayparting in 2017, Hotelogix, http://www.hotelogix.com/blog/2016/12/21/hoteliers-watch-mobile-moments-dayparting-2017/
    25. AccorHotels opens a marketplace to counter Booking.com, Journal du net, http://www.journaldunet.com/ebusiness/commerce/1155380-accorhotels-ouvre-une-marketplace-pour-contrer-booking-com/
    26. Trends on the MICE Market for 2016, mylodgeevent.com, https://www.mylodgevent.com/marche-mice-2015-tendances-2016
    27. The Newest Travel Must-Have: Starwood`s SPG App, Forbes, https://www.forbes.com/sites/traceygreenstein/2012/03/27/the-newest-travel-must-have-starwoods-spg-app/#50f4a20145e2
    28. Starwood on being mobile first, its social success and an Instagram flop, Eyefortravel.com, http://www.eyefortravel.com/mobile-and-technology/starwood-being-mobile-first-its-social-success-and-instagram-flop
    29. The 6 most high-tech hotels in France, Room5, http://room5.trivago.fr/hotels-high-tech-france/
    30. Hilton Honors app, Hilton, http://hiltonhonors3.hilton.com/fr_FR/hhonors-mobile-app/index2.html
    31. The Sharing Economy: Challenges and Opportunities for Hoteliers,Ecole Hotelière de Lausanne, http://blog.ehl.edu/the-sharing-economy-challenges-and-opportunites-for-hoteliers
    32. Here`s Proof Airbnb Is Shaking Up the Global Hospitality Industry, The Street, https://www.thestreet.com/story/13070686/3/heres-proof-airbnb-is-shaking-up-the-global-hospitality-industry.html
    33. AccorHotels, Wikipedia, https://fr.wikipedia.org/wiki/AccorHotels#Marques_du_groupe_AccorHotels
    34. World Of Hyatt, Hyatt Loyalty Program, https://world.hyatt.com/content/gp/fr/member-benefits.html
    35. Hilton And IBM Pilot “Connie,” The World’s First Watson-Enabled Hotel Concierge, Newsroom.com, http://newsroom.hilton.com/index.cfm/news/hilton-and-ibm-pilot-connie-the-worlds-first-watsonenabled-hotel-concierge
    36. 9 Key Stats in Hotel Online Distribution, Frederic Gonzalo, http://fredericgonzalo.com/en/2015/11/05/9-key-stats-in-hotel-online-distribution/
    37. Independent Hotels: marketing, distribution and technology for non-branded properties, Phocuswright, http://pcwi.phocuswright.com/IndependentHotels.html?cid=external_tnooz_sa
    38. A close look at Trivago business model, Market Realist, http://marketrealist.com/2016/11/a-close-look-at-trivagos-business-model/
    Description: 碩士
    國立政治大學
    國際經營管理英語碩士學位學程(IMBA)
    105933060
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0105933060
    Data Type: thesis
    Appears in Collections:[International MBA] Theses

    Files in This Item:

    File SizeFormat
    306001.pdf1177KbAdobe PDF2347View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback