Role of Technology in Reshaping Customer Experience in Hospitality Industry

RESEARCH METHODS
AND PROJECTS

Table of Contents
1.0 Introduction............................................................................................................................3
1.1 Background Of The Study.....................................................................................................3
1.2 Aim........................................................................................................................................3
1.3 Objective................................................................................................................................3
1.4 Research Question.................................................................................................................3
1.5 Rationale................................................................................................................................4
1.6 Scope......................................................................................................................................4
1.7 Literature Review...................................................................................................................4
1.8 Research Methodology..........................................................................................................5
REFERENCES................................................................................................................................7

1.0 Introduction
Customer experience is one of the most important aspect which is looked by all the
organizations at the time of deciding different activities in the organization. One of the trending
solution which is used by all the organization to improve the customer satisfaction is the usage of
the advance technology in the operation of the hotel.
1.1 Background Of The Study
As the amount of the competition is increasing with the rapid rate in the hospitality
industry, all the organization in the hospitality industry used to adopt the different technique to
satisfy the need of the customer and increase the customer experience in the market. One of the
main thing which is generally used by all the organization for improving the customer experience
is the uses of the technology in the operation. The reason behind using the same is that it helps
the organizations in understanding the customer in better way and also help the company in
passing on the correct image of the hotel in the eye of the customer. This proposal highlights the
point of view of the author related to different technology used by the hotel and on the impact
which is brought by the advance technology on the performance of the organization. In the end
the report highlights the research methodology.
1.2 Aim
To ascertain the role of technology in reshaping the customer experience in Hospitality
industry. Study based on Marriott Hotel.
1.3 Objective
 To identify different technology used to improve the customer experience in hospitality
industry.
 To analyses the impact of advance technology used by Marriott Hotel for reshaping
customer experience.
 To recommend the best way through which customer experience can be improved in
regard to technology usage in the organization.
1.4 Research Question
 What are the different technology used to improve the customer experience in Hospitality
industry?
 To identify impact of advance technology used by Marriott Hotel for reshaping customer
experience?