Mendes Filho, Luiz Augusto MachadoDutra, José Eneas Montenegro2023-12-222023-12-222023-09-29DUTRA, José Eneas Montenegro. Proposta de framework conceitual de recomendações para implantação da experiência digital de clientes em hotéis. Orientador: Dr. Luiz Augusto Machado Mendes Filho. 2023. 311f. Tese (Doutorado em Turismo) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, 2023.https://repositorio.ufrn.br/handle/123456789/56780Information and Communication Technology (ICT) plays a role in how businesses interact with their customers, especially in the hospitality industry. With the increasing digitalization and widespread adoption of mobile devices and social networks, the Digital Customer Experience (DCE) has evolved beyond in-person interactions to encompass virtual and digital interactions. In this regard, the overall objective of this thesis was to propose a conceptual framework of recommendations for implementing the digital customer experience in hotels. To achieve this, a methodological development path was followed, which included the following aspects: a) Mapping the literature on the main ICTs that address the digital customer experience in the hotel industry; b) Describing the ICTs that address the digital customer experience in the hotel industry; and c) Structuring flowcharts of ICT recommendations for implementing the digital customer experience in hotels. To do this, the following methodological procedures were carried out in four phases for the selection of studies for the construction and theoretical foundation of the thesis and the conceptual framework: 1) Integrative Literature Review; 2) Systematic Literature Review; 3) Snowballing; and 4) Analysis of ENTER Conferences. As a result, this thesis presented fifteen frameworks on digital technologies in the hotel industry discussed in the Systematic Literature Review. The construction of each framework included text and flowcharts for each technology. Among the various research findings described below, it is highlighted that in digital technology, eWOM is relevant for obtaining customer satisfaction and identifying areas for improvement in hotels. Big data can anticipate future demands and identify emerging trends. Business intelligence allows the identification of hidden patterns, trends, and correlations in data. Data mining reveals individual customer preferences and behaviors and enables the hotel to tailor to customer needs. Machine learning provides personalized suggestions for services, activities, and special offers. The use of chatbots allows guests to obtain continuous support and assistance. Self-service technologies (SSTs) enable users to create or receive services directly without human intervention. Mobile technologies allow customers to make reservations, use mobile payments (MP), and engage in gamification activities. Biometric technology offers solutions to security problems. Robotics has shown that it can optimize resources, streamline processes, and provide enriching DCEs. Smart hotels have demonstrated that DCE can be enhanced by providing personalized services tailored to customer preferences. The use of ERP (Enterprise Resource Planning) systems has shown that it increases internal efficiency, and the use of the ERP's sales and marketing module allows for better campaign and promotion management. Digital well-being suggests that technology should be used in a balanced and responsible manner, promoting the physical and mental wellbeing of customers. In conclusion, this research offers theoretical and practical contributions to researchers in tourism and the hotel industry, as well as to lodging company managers, based on the analysis of the results and the proposed frameworks for implementing the digital customer experience in hotels.Acesso AbertoTecnologia da Informação e Comunicação (TIC)Experiência digital do cliente - hotelariaTurismo - hotelariaFramework conceitualdoctoralThesisCNPQ::CIENCIAS SOCIAIS APLICADAS::TURISMO