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Personalization in Hospitality

In: Revenue Management in the Lodging Industry

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  • Ben Vinod

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.

Suggested Citation

  • Ben Vinod, 2022. "Personalization in Hospitality," Management for Professionals, in: Revenue Management in the Lodging Industry, chapter 6, pages 221-244, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-031-14302-1_6
    DOI: 10.1007/978-3-031-14302-1_6
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