8Role of hospitality and leisure managers in digital customer engagement, digital stakeholder engagement, and digital customer experience
Introduction
Digital technology advancements have disrupted customer and other stakeholder expectations and behaviors. Owing to this disruption, customers increasingly expect dramatically higher personalization of experiences and interactions, anytime/anywhere responsiveness, any device/any channel service availability, respect for the value of their time in interactions with organizations, feeling valued at all times, and feeling like they are part of a community that uses the product/service or engage with the organization. Living up to these expectations requires fundamental changes in the nature of ...
