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All Journal JDM (Jurnal Dinamika Manajemen) Fokus Bisnis Jurnal SOLMA EBSJ Jurnal SITECH : Sistem Informasi dan Teknologi Jurnal Pengabdian Al-Ikhlas Al-Khidmat : Jurnal Ilmiah Pengabdian Kepada Masyarakat Abdi Dosen : Jurnal Pengabdian Pada Masyarakat Jurnal Ilmiah ASET Muria Jurnal Layanan Masyarakat Jendela ASWAJA Media Ekonomi Jurnal Manajemen dan Pemasaran Jasa Jurnal Pemberdayaan Masyarakat Jurnal Muria Pengabdian Masyarakat Jurnal Ekonomi dan Bisnis
Gilang Puspita Rini
Universitas Muria Kudus, Indonesia
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Public Health Social Sciences Other

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Journal : JDM (Jurnal Dinamika Manajemen)

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Customer Centric in Hospitality Industry: A Systematic Literature Review and Future Research Direction Rini, Gilang Puspita; Ferdinand, Augusty Tae
JDM (Jurnal Dinamika Manajemen) Vol 12, No 1 (2021): March 2021 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v12i1.27661

Abstract

The purpose of this research is to review the literature published from 2010 to 2020 regarding customer-centric strategy in the context of the hospitality industry.  This is a literature review research with the Publish or Perish software used to obtain initial data from a total of 235 articles published from 2010-2020 according to the Scopus database. The articles were further analyzed according to the criteria, with only 87 articles. The results showed that a customer-centric strategy is a company strategy that pays attention to consumer wants and needs. The customer-centric approach is similar to the outside-in approach because they pay attention to customers and adjust their complaints to company policies and strategies. This research provides benefits for future studies on customer-centric strategy in the hospitality industry that uses big data analytics to create value for customers. Furthermore, it provides an overview of customer-centric strategy trends in terms of understanding, theoretical perspective, and setting needed for future studies.
Customer Centric in Hospitality Industry: a Systematic Literature Review and Future Research Direction Rini, Gilang Puspita; Ferdinand, Augusty Tae
JDM (Jurnal Dinamika Manajemen) Vol 12, No 1 (2021): March 2021
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v12i1.27661

Abstract

The purpose of this research is to review the literature published from 2010 to 2020 regarding customer-centric strategy in the context of the hospitality industry.  The customer-centric paradigm focuses on creating value for its customers, so it becomes interesting to study in the context of hospitality. This is a literature review research with the Publish or Perish software used to obtain initial data from a total of 235 articles published from 2010-2020 according to the Scopus database. The articles were further analyzed according to the criteria, with only 87 articles. The results showed that a customer-centric strategy is a company strategy that pays attention to consumer wants and needs. The customer-centric approach is similar to the outside-in approach because they pay attention to customers and adjust their complaints to company policies and strategies. This research provides benefits for future studies on customer-centric strategy in the hospitality industry that uses big data analytics to create value for customers. Furthermore, it provides an overview of customer-centric strategy trends in terms of understanding, theoretical perspective, and setting needed for future studies.
Co-Authors Amin Pujiati Andy Widhiya Bayu Utomo Anwar, Muchammad Aryadi Augusty Tae Ferdinand Dewandari, Delvia Tri Dina Lusianti Etni Marliana Faridhatun Faidah Habiba, Muhammad Hilal Ijlal, Muhammad Yusuf Luthfi Imaniar Purbasari Imaniar Purbasari Imroatul Khasanah Jayanti Putri Purwaningrum Kholida, Arifa Louk, Michael Johannes Hadiwijaya Maharani, Marsa Zulia Mohammad Syaffruddin Kuryanto Muhammad Sholikhan Mustofa, Hisbulloh Als Putri Purwaningrum, Jayanti Slamet Khoeron Supriyono Supriyono