rini, gilang puspita (2021) Customer Centric in Hospitality Industry: a Systematic Literature Review and Future Research Direction. Jurnal Dinamika Manajemen, 12 (1). pp. 88-101. ISSN 2337-5434

Preview	Image (COVER) Cover JDM Unnes.jpg - Published Version Download (165kB) | Preview
Preview	Text (DAFTAR ISI) Daftar Isi JDM Vol 12, No 1 (2021).pdf - Published Version Download (502kB) | Preview
Preview	Text (ARTIKEL) 27661-82082-3-PB.pdf - Published Version Download (566kB) | Preview

Abstrak

The purpose of this research is to review the literature published from 2010 to 2020 regarding customer-centric strategy in the context of the hospitality industry. The customer-centric paradigm focuses on creating value for its customers, so it becomes interesting to study in the context of hospitality. This is a literature review research with the Publish or Perish software used to obtain initial data from a total of 235 articles published from 2010-2020 according to the Scopus database. The articles were further analyzed according to the criteria, with only 87 articles. The results showed that a customer-centric strategy is a company strategy that pays attention to consumer wants and needs. The customer-centric approach is similar to the outside-in approach because they pay attention to customers and adjust their complaints to company policies and strategies. This research provides benefits for future studies on customer-centric strategy in the hospitality industry that uses big data analytics to create value for customers. Furthermore, it provides an overview of customer-centric strategy trends in terms of understanding, theoretical perspective, and setting needed for future studies.

Item Type:	Article
Kata Kunci:	big data analytics; customer-centric strategy; customer-centric; hospitality industry, performance marketing.
Subjects:	Ilmu-ilmu Sosial > Perdagangan. Perniagaan > Manajemen personel. Manajemen sumber daya manusia. Manajemen tenaga kerja.
Program Studi:	Fakultas Ekonomi > Manajemen (S1)
Depositing User:	Mrs Gilang Puspita Rini
Date Deposited:	02 Feb 2024 19:40
Last Modified:	02 Feb 2024 19:40
URI:	http://eprints.umk.ac.id/id/eprint/20073

Actions (login required)

View Item