Description
Book SynopsisContemporary Approaches Studying Customer Experience in Tourism Research develops approaches and related methods to understand, analyze, and evaluate the tourist consumption experience under its different forms and stages (before, during and after the experience), offering a broader view by integrating the tourist/customer experience in its development while also considering the role of tourism stakeholders.
Embracing the extremities of Customer Experience (CX) and studying its multiple sides through innovative methodological and conceptual frameworks, the volume also provides an in-depth literature review of CX and discusses vital related concepts as the case of consumer value. Contemporary Approaches Studying Customer Experience in Tourism Research also explores the adoption and the implementation of approaches to managing and marketing customer experiences across varied tourism contexts, with an emphasis on revisited interpretive, behavioral, and organizational approaches, highlighting the power of combining qualitative techniques to draw the complexity of the consumption experience. Also laid out are new analytical frameworks related to studying memorable tourist experiences in both digital and offline tourism journeys have attributed a broader consideration of the consumption experience in tourism research.
Table of ContentsPART I. THEORETICAL FOUNDATIONS
Chapter 1. Re-addressing the Consumption Experience, Customer Experience and Consumer Value : A Happy Marriage Blessed by Introspective Approach in Tourism field; Dhouha Jaziri and Raouf Ahmad Rather
Chapter 2. Customer Experience in Tourism and Hospitality: What do we know and what should we know? Insights from a Bibliometric Analysis; Mohsin Abdur Rehman, Eeva-Liisa Oikarinen, and Mari Juntunen
PART II. METHODOLOGICAL DEVELOPMENT - FROM INTERPRETIVE, INTEGRATIVE TO ORGANIZATIONAL APPROACHES STUDYING CX
Chapter 3. Calling on Autohermeneutic Phenomenology to delve into the deeper levels of Experience; Yasin Sahhar, Raymond Loohuis, and Jörg Henseler
Chapter 4. A Netnographic Approach on Cyber -Customer Experience in Online Visitor Attractions; Narjess Aloui and Imen Sdiri
Chapter 5. Measuring Affective Components of Customer Experience: Conceptual and Methodological Issues; Maksim Godovykh
Chapter 6. Customer Experiential Knowledge-Process Competence in driving Experience-based Innovation: An Ethnography Lens in Well-being Tourism; Dhouha Jaziri and Raouf Ahmad Rather
Chapter 7. The EA-Approach; A Customer-Centered Management System to Produce, Manage and Assess Relevant Experiences for the Hospitality and Tourism Industry; Mats Carlbäck
PART III. A PROCESS VIEW OF CX THROUGH TOURISM JOURNEY AND MEMORABLE TOURISM EXPERIENCE
Chapter 8. Memorable Digital Tourism Experience: Utilization of Emotions and Sensory Stimuli with Service-Dominant Logic; Nila Armelia Windasari, Halim Budi Santoso, and Jyun-Cheng Wang
Chapter 9. Memorable Experiences of Tourists Who Participate in Tea Tourism: Turkey Sample; Suat Akyürek and Özcan Özdemir
PART IV. NOMOLOGICAL NETWORK OF CX ACROSS TOURISM TYPES
Chapter 10. How to engage young adults in contemporary arts? A Reflection on the Aesthetic Experience and its impact on Cultural Tourism; Elena Proietti and Michela Addis
Chapter 11. Film-Induced Tourism: A Consumer Perspective; Omid Oshriyeh and Antonella Capriello
Chapter 12. The Power of Price and Quality to explain Customer Satisfaction through Spatial Analysis; María Illescas Manzano, Sergio Martínez Puertas, and Manuel Sánchez Pérez
Chapter 13. Unveiling the Customer Experience-Loyalty Nexus in Tourism during Crises; Raouf Ahmad Rather and Dhouha Jaziri
