Personalization in Hospitality

Ben Vinod ()

Chapter 6 in Revenue Management in the Lodging Industry, 2022, pp 221-244 from Springer

Abstract: Abstract This chapter is focused on personalized travel and managing the customer experience in the lodging industry. Loyalty program customer segmentation and lifetime value of the customer are reviewed. The impact of GDPR and the ethical aspects of personalization are discussed. A section is devoted to the future of personalization with decentralized identity in a blockchain environment that facilitates peer-to-peer interaction without an intermediary. Core concepts of a universal customer profile that is owned by the customer and the universal data exchange to support a seamless travel experience are introduced. The chapter concludes with the challenges with personalizing corporate travel.

Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-031-14302-1_6

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DOI: 10.1007/978-3-031-14302-1_6

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