Knowledge Management Role in Enhancing Customer Relationship Management in Hotels Industry in the UK

Abstract

In the highly developed technological-focused periphery of modern industries, the need for channelizing knowledge among the members has gained increased importance. In this regard, a leading industrial sector, i.e., the hotel industry in the UK has been selected as the domain of this research to understand the prevailing impact of knowledge management (KM). To reach that, customer feedback on social media (Twitter and Facebook) through descriptive content analysis has been utilized to guide the systematic literature review analysis. The activities and reactions of customers on social media pages related to hospitality facilities were examined automatically using a text-mining algorithm through a script written in Python 3.8.5. the study pursues to understand the main patterns and practices of KM that can be found in the hotel industry from the literature review. Findings from the content analysis and systematic review of the literature revealed that KM would help the hotel industry in the UK to overcome many of the challenges they faced. It also would increase its capabilities and competencies, thereby offering greater competitive advantages.