Research on enhancing customer experience at Zhongtai hotel for intelligent services
Qingsong Hu
School of Business and Communication, Payao University
Piyaphong Supanyo
School of Business and Communication Arts, University of Phayao
Fengfei Lu
School of Finance and Economics, Guangxi Guigang University of Logistics
DOI: https://doi.org/10.59429/bam.v8i1.13602
Keywords: intelligent service; customer experience; behavioral modeling; journey perception
Abstract
In order to establish an overall customer experience improvement path for Zhongtai Hotels under intelligent conditions, the methods of collecting process parameters, quantifying behavioral characteristics, modeling experience perception and conducting multi-scenario verification were adopted. The processing procedures were analyzed to form a system structure consisting of touchpoint data, indicator system and intelligent strategies for nodes. The results show that the multi-node optimization and experience perception model are more stable, providing a replicable basis for the promotion of intelligent services.
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