Customer Experience (Cx) Design in the View of Managers: An Analysis of the Impact of Pandemic in the Local Hospitality and Tourism Industry

Abstract

Hospitality and tourism are among the worst-affected industries during this pandemic, with a global drop in demand. These industries are operating under strict restrictions, and a “new normal” needs to be defined. Because of its disruptive effects, hospitality and tourism providers must redesign the customer experience (CX), which is considered the core of the tourism and hospitality sector. Thus, this study sought to measure the views of the managers on customer experience (CX) design as an analysis of the impact of the pandemic in the local hospitality and tourism industry. This study emploa yed a descriptive method to identify the different variables of the study and presents quantitative research that utilized online survey method to gather data information from the respondents. Top-level managers from different hotels, resorts, restaurants and tourism sites in the prime hospitality and tourism towns in the province of Oriental Mindoro were the respondents (n=26) of this study. Results showed that the view of the managers on the measures designed to create safe customer experiences in terms of hygiene and protection, internal work reorganization, services cape reorganization, technology and digital innovations, customer wait time reduction, staff training and communication were all positively affirmative. As a result, these measures positively affected the intended experience in terms of reassurance, quickness and intimacy. It is recommended that the managers adopt and implement the proposed CX framework to enhance the customers’ experience in various hospitality and tourism service providers despite the threats of the pandemic and to guide the managers to transition to post-pandemic situations.