Customer Experience and Mobile Technology: A Marriott Study

This report investigates the impact of mobile technology on customer experience within the hospitality industry, specifically focusing on Marriott Hotel. The research includes an introduction outlining the significance of mobile technology in modern business practices and its role in enhancing customer relationships. The study's aim is to identify how mobile technology influences customer experience, with objectives covering the understanding of mobile technology, its importance, challenges, and recommendations for improvement. The findings section presents data on the concept of mobile technology, its impact on the hospitality industry, and its influence on customer experience at Marriott. The report also highlights the significance of customer experience for the hotel. Finally, the report offers recommendations for Marriott, suggesting the hiring of experts, strengthening security systems, and maintaining an active social media presence to address customer feedback. The report concludes with a list of references used in the study.

Research Project

Cover Content
• Introduction
• Research aims
• Research objectives
• Findings
• Recommendation
• References

Introduction
Mobile technology is now become a most crucial part of day to day activities
performed by an individual. This also supported businesses in improving their
practices by getting a platform where direct relation can be maintain with
customers for a long run by providing them more customized services.

Research Aim
To identify the role of mobile technology in influencing customer experience within
hospitality industry. A study on Marriott hotel

Research Objective
 To develop basic understanding about the concept of mobile technology
 To identify the importance of mobile technology in influencing customer experience
within Marriott hotel
 To determine challenges faced by Marriott hotel in implementation of mobile
technology
 Recommend different ways through which Marriott hotel can easily enhance customer
experience.

Findings
Theme 1:- The concept of mobile technology
a) Yes b) No
0
5
10
15
20
25
30
30
10 Frequency

Continue..
Theme 2: mobile technology affected
the hospitality industry
a) Reducing cost
b) Improving service and customer experience
c) Enhancing operational efficiency
0
2
4
6
8
10
12
14
16
15
14
11
Frequency

Continue..
Theme 3: The importance of
mobile technology in
influencing customer experience
within Marriott hotel 0
4
8
12
16
20
20
9 11
Frequency

Theme 4: Significance of higher
customer experience for
Marriott hotel
a) Improvement in brand image
b) Increase in sales and market share
c) Increase in customer base
0
2
4
6
8
10
12
14
16
11
14
15
Frequency

Recommendations
 Marriott Hotel must hire experts who can provide guidance to employees fro
operating it effectively.
 It must focuses toward strengthening its security threat and system so that
unauthorized person will not be able to access data.
 Marriott hotel must remain active to social media sites and try to revert over
dissatisfied comments

References
Law, R. and et. al., 2018. Systematic review of hospitality CRM research.
International Journal of Contemporary Hospitality Management. 30(3). pp.1686-
1704.
Kim, H. J. and Jeong, M., 2018. Research on hospitality and tourism education: Now
and future. Tourism management perspectives. 25. pp.119-122.