مدى توافر متطلبات تبني إدارة خبرة الزبون في القطاع الفندقي : دراسة حالة في فندق نينوى الدولي

Abstract EN

The study aims at recognizing the requirements for adopting the customer-experience management represented by (developing the customer-experience strategy, setting the objectives and determining the scales, the organizational alignment, re-designing the customer-experience and improving customer-experience via adopting the technologies).

So, the customer-experience consider an essential factor to determine customer's purchasing trends whether for the goods or services.

The organizations attempt to construct a distinctive experiences for their customers in terms of their activities and quality of their services to achieve competitive gains in the light of an environment characterized by the high competition.

The problem of the study represented by the weakness of the hotels management in managing customers' experience especially, in providing the needed requirements to succeed the operation of customers' experience enrichment.

The study takes its importance from its contribution in diagnosing the needed requirements to succeed the application of customer experience management in the researched hotel in a way that supports its market share and satisfies its costumers.

The researchers adopts a questionnaire in covering the field part as well as using a group of statistical means like : repetitions , percentages, arithmetic means and factor analysis.

The study takes Nineveh International Hotel as a study field.

The study concludes to a group of conclusions and suggestions that serve the researched field and enhance its activity in the market.