The new customer‐centred business model for the hospitality industry
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 April 2006
Abstract
Purpose
The objective of this research is to identify and present factors that are essential to support a customer‐centred business model that is theoretically sound and can be used for practical application in the hospitality industry.
Design/methodology/approach
Extensive literature that links both nascent theory and practice forms the framework of this study. This study examines recent transformational changes in the industry and the global market and provides direction for practising managers and theoreticians.
Findings
This research presents a three‐phase strategic orientation plan that provides both theoretical and practical direction for the hospitality industry, so as to effectively reorient the hospitality firm into a customer‐centred business.
Practical implications
The ongoing challenges in the ever‐increasing competitive global market can be met by hospitality firms by adopting strategic directions proposed by the customer‐centred business model. This research provides a three‐step plan that can be used in any hospitality firm to reorient the organisation into a customer‐centred business. This research has identified factors that are essential to support hospitality firms to operate effectively within the new business model.
Originality/value
The three‐phase strategic orientation of the proposed business model is conceptually sound and contributes new knowledge to the present body of literature. It can also be used effectively in a practical setting. Hence this study provides a theoretical and practical contribution in terms of originality and value.
Keywords
Citation
Kandampully, J. (2006), "The new customer‐centred business model for the hospitality industry", International Journal of Contemporary Hospitality Management, Vol. 18 No. 3, pp. 173-187. https://doi.org/10.1108/09596110610658599
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited