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How could sustainability enhance the link between customers and…
How could sustainability enhance the link between customers and hospitality businesses?
Complexity of sustainability characteristics
flexibility of the definition of "sustainable development"
contradiction between sustainable development goals
sustainability challenges
climate change
economic growth
improvement of quality of life
maintaining within the boundaries of the planet
Macro-environmental factors
policies and legislation
social
economical
demographic
ecological
Changes towards a sustainable future
Generic changes
political system
socio-economic system
agricultural system
technological system
innovation
Hospitality industry changes
dynamic capabilities
collaboration
sustainable supply
attracting customers in proximity
business model innovation
genuine interest
customer involvement
constant feedback
Characteristics of the hospitality industry
traditional
lack of innovation
slowness in change
lack of technology implementation
non-cooperative with other companies
lack of management expertise on customer data
refusal to change
People characteristics
Awareness and behaviour
considerable change in awareness
incremental change in behaviour
customers
employees
Designing a sustainable customer experience
sensorial factors relevance
personalisation
technology investment
sustainable core products
ability to influence consumers