1.
Somya Takuli
– Amity University Rajasthan, Rajasthan, India.
2.
Yashwant Singh Rawal
– Amity University Rajasthan, Rajasthan, India.
3.
Debasish Batabyal
– Amity University Rajasthan, Rajasthan, India.
4.
Satish Jha
– Amity University Rajasthan, Rajasthan, India.
Abstract
This study investigates the dimensional linkages between
antecedents and precedents of customer experience within
the hotel industry, focusing on technological trends and their
implications for market leadership. Through a comprehensive
literature search targeting key keywords related to customer
experience and hotel services, the analysis identifies intricate
relationships and trends within the industry. Utilizing VOS viewer,
the study maps country collaboration networks, co-authorship
patterns, and keyword associations to uncover insights into service
delivery parameters and their impact on customer satisfaction.
The findings highlight the importance of tech-driven innovations in
meeting evolving consumer expectations and emphasize the role of
social and emotional intentions in shaping customer experiences.
By providing strategic insights for stakeholders, this research
offers a valuable framework for refining service delivery methods,
enhancing customer satisfaction, and informing strategic decisionmaking
for achieving market leadership in the hotel industry.
