Capital Indicators for Hotel Customer Experience to Support Strategic Management

Abstract

Information management is crucial to control and correct the deviations of the organization and support the decision-making process in tourism and hospitality. It is also important to provide relevant data to reduce uncertainty in the decision process while helping to define scenarios, investigate hypotheses, and make predictions to build a vision of the company's future. The use of information systems to manage tourist information, nowadays, no longer guarantees competitiveness in the sector or the survival of the company. There is a need to look at organizations to capitalize on and develop their intellectual capital. This chapter investigates how to use tourist information to achieve the strategy desired by hoteliers to increase the capital associated with the customer and the economic performance of organizations. Therefore, this chapter presents the literature review on knowledge management and capital indicators applied to hospitality. As result, this study identified a set of capital indicators associated with the brand, customers, loyalty, distribution channels, and collaborators.