Author(s)

Chen Huimin ¹

Affiliation(s)

¹ Central South University of Forestry & Technology, Changsha, Hunan, 410004, China

Corresponding Author

Chen Huimin

ABSTRACT

With the rapid development of the global tourism industry, the competition in the luxury hotel sector is becoming increasingly intense. In order to establish a strong foothold in the competitive market, luxury hotels must deeply understand and meet the needs of their customers. Customer value theory provides effective strategies and methods for luxury hotels to optimize customer experiences, enhance service quality, increase customer loyalty, and boost brand influence. This study focuses on JW Marriott Hotel Shenzhen, China. Through interactions with internal management staff at JW Marriott Hotel Shenzhen and research on historical data, this paper analyzes the current status of customer relationship management and customer contribution value at the hotel. It aims to explore the application of customer value theory in luxury hotels, and discuss how to improve customer satisfaction by meeting their needs and providing unique value. Through in-depth analysis of the luxury hotel industry, this paper puts forward a series of strategies and recommendations to help JW Marriott Hotel Shenzhen gain a competitive edge.

KEYWORDS

Customer Value, Customer Relationship Management, Customer Satisfaction, Competitive Advantage

CITE THIS PAPER

Chen Huimin, Research on the Application of Customer Value Theory in Luxury Hotel Customer Relationship Management: A Case Study of JW Marriott Hotel Shenzhen, China. Tourism Management and Technology Economy (2024) Vol. 7: 41-50. DOI: http://dx.doi.org/10.23977/tmte.2024.070207.

REFERENCES

[1] Xuan Lorna Wang. Relationship or revenue: Potential management conflicts between customer relationship management and hotel revenue management [J]. International Journal of Hospitality Management, 2012, 31(3): 864-874.
[2] Guerola-Navarro V,Gil-Gomez H,Oltra-Badenes R,et al.Customer relations hip management and its impact oninnovation: A literature review[J]. Journal of   Business Research. 2021, 129: 83-87. 
[3] Zeng, L. (2016). A Study on Hotel Customer Relationship Management. Statistics and Management, (02), 129-130.
[4] Wang, Y. (2019). Service Marketing. Tsinghua University Press, 312-327.
[5] Wang, L. (2023). Optimization Research on Customer Relationship Management System in X Company's Cloud Health Business (Master's thesis). Shandong University.

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