
Compared to previous decades, the global hotel industry is experiencing an unprecedented situation: the juxtaposition – and therefore the coexistence – of four generations of customers with different expectations. Satisfying them all is a major challenge, all the more so as understanding of customer satisfaction and recommendation have become common practice across all generations.
The progress of science translated into longer careers, while the further independence of younger generations also affected the analysis of hotel clienteles: consisting of several strata, they are proving more difficult to comprehend as far as hotel marketing is concerned. In the past, coexistence...
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