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Predictive Consumer Segmentation in Anti-Crisis Strategizing of the Hotel and Restaurant Business
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Author(s): Liudmyla Bovsh (State University of Trade and Economics, Kyiv, Ukraine), Larisa Hopkalo (National University of Life Resources and Environmental Sciences of Ukraine, Ukraine), Alla Rasulova (State University of Trade and Economics, Kyiv, Ukraine), Nataliia Jgutashvili (The Kyiv Applied College of Tourism and Hospitality, Kyiv, Ukraine)and Tetiana Sydorenko (State University of Trade and Economics, Kyiv, Ukraine)
Copyright: 2026
Pages: 30
Source title:
Insights on Consumer Psychology in the Digital Landscape
Source Author(s)/Editor(s): Kamel Mouloudj (University of Medea, Algeria)and Ahmed Chemseddine Bouarar (University of Medea, Algeria)
DOI: 10.4018/979-8-3373-2424-1.ch014
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Abstract
This chapter explores predictive consumer segmentation as a strategic tool for crisis management within the hospitality industry. It discusses key approaches to analyzing customer behavior using artificial intelligence technologies, emphasizing the value of personalized service offerings and their adaptability to evolving market conditions and consumer behavior patterns. The primary objective is to evaluate the role of predictive segmentation in strengthening the resilience of hospitality enterprises during times of crisis. The chapter underscores the integration of predictive segmentation across various business levels, from startup development to marketing strategies for promoting hospitality products. The analytical framework combines theoretical foundations of predictive segmentation, emotional engagement for understanding digital consumer psychology, systems thinking, transparent communication, and scenario-based crisis management. Additionally, the chapter proposes an empathy map as a visual model to interpret consumer attitudes and behaviors more effectively.
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