การจัดการประสบการณ์ลูกค้า : ข้อเสนอใหม่สำหรับการพัฒนาโรงแรมบูติคไทย

Abstract

PURPOSES: To study theories and concepts of customer experience management in order to develop a guideline for developing customer experience management in Thai boutique hotels. METHODS: Documentary research from research papers and other related documents on managing customer experience. RESULTS: The study revealed three significant factors for managing customer experience in Thai boutique hotels i.e. physical environment factor, social interaction factor, and organizational management factor. CONCLUSIONS: Customer experience management is a worthwhile method for enhancing Thai boutique hotels management, particularly to creatively manage available resources with in-depth productive feedbacks for business in a long run. The management approach could help creating a new image and innovation in Thai hotels industry as well.