Contemporary Approaches Studying Customer Experience in Tourism Research

Contemporary Approaches Studying Customer Experience in Tourism Research develops approaches and methods to understand, analyze, and evaluate the tourist consumption experience, integrating the tourist/customer experience and considering the role of tourism stakeholders. It also provides an in-depth literature review of CX and discusses vital related concepts, such as consumer value. It explores the adoption and implementation of approaches to managing and marketing customer experiences across varied tourism contexts, emphasizing the power of combining qualitative techniques to draw the complexity of the consumption experience.

Format: Hardback
Length: 328 pages
Publication date: 08 August 2022
Publisher: Emerald Publishing Limited

The study of customer experience in the context of tourism research has evolved to encompass a wide range of approaches and methods aimed at understanding, analyzing, and evaluating the various aspects of the tourist consumption experience. These approaches seek to integrate the customer experience into the development of tourism products and services while also considering the roles of tourism stakeholders. By adopting a holistic perspective, researchers have explored the pre-experience, during-experience, and post-experience phases of tourism, providing a comprehensive understanding of the tourist journey.

One of the key aspects of contemporary customer experience research is the integration of customer feedback and insights into the design and development process. This involves collecting and analyzing data from various sources, such as surveys, interviews, and social media, to gain a deeper understanding of customer preferences, expectations, and satisfaction. This information is then used to improve the quality of tourism products and services, as well as to tailor them to meet the specific needs and desires of different customer segments.

Another important area of research is the study of consumer value in the context of tourism. Consumer value refers to the perceived worth and benefits that customers receive from a tourism product or service. Researchers have explored the factors that influence consumer value, such as price, quality, convenience, and experience. By understanding consumer value, tourism businesses can better position themselves to attract and retain customers, as well as to increase their profitability.

In addition to these areas, contemporary customer experience research has also focused on the adoption and implementation of approaches to managing and marketing customer experiences across varied tourism contexts. This includes the use of interpretive, behavioral, and organizational approaches to customer experience management, as well as the integration of qualitative techniques to draw the complexity of the consumption experience.

Furthermore, the study of memorable tourist experiences in both digital and offline tourism journeys has attributed a broader consideration of the consumption experience in tourism research. This involves the use of new analytical frameworks and methods to understand the factors that contribute to memorable tourist experiences, such as emotions, memories, and social interactions. By understanding these factors, tourism businesses can better design and deliver experiences that leave a lasting impression on customers.

In conclusion, contemporary customer experience research in tourism has played a vital role in understanding the needs and preferences of customers, improving the quality of tourism products and services, and promoting sustainable tourism development. By embracing innovative methodological and conceptual frameworks, researchers have contributed to a broader understanding of the consumption experience in tourism and its impact on customer satisfaction, loyalty, and advocacy. As the tourism industry continues to evolve, it is important for researchers to continue to explore new areas of research and to develop new approaches and methods to enhance the customer experience in tourism.
Embracing the Extremities of Customer Experience (CX) and delving into its multifaceted dimensions through innovative methodological and conceptual frameworks, this comprehensive volume also offers an in-depth literature review of CX, exploring vital related concepts such as consumer value. Moreover, it delves into the adoption and implementation of approaches to managing and marketing customer experiences across diverse tourism contexts, with a particular emphasis on revisiting interpretive, behavioral, and organizational approaches, highlighting the power of combining qualitative techniques to unravel the intricacies of the consumption experience. Furthermore, the volume presents new analytical frameworks related to studying memorable tourist experiences in both digital and offline tourism journeys, attributing a broader consideration of the consumption experience in tourism research.

The study of customer experience in the context of tourism research has undergone a remarkable transformation, evolving to encompass a wide range of approaches and methods aimed at understanding, analyzing, and evaluating the various aspects of the tourist consumption experience. These approaches seek to integrate the customer experience into the development of tourism products and services while also considering the roles of tourism stakeholders. By adopting a holistic perspective, researchers have explored the pre-experience, during-experience, and post-experience phases of tourism, providing a comprehensive understanding of the tourist journey.

One of the key aspects of contemporary customer experience research is the integration of customer feedback and insights into the design and development process. This involves collecting and analyzing data from various sources, such as surveys, interviews, and social media, to gain a deeper understanding of customer preferences, expectations, and satisfaction. This information is then used to improve the quality of tourism products and services, as well as to tailor them to meet the specific needs and desires of different customer segments.

Another important area of research is the study of consumer value in the context of tourism. Consumer value refers to the perceived worth and benefits that customers receive from a tourism product or service. Researchers have explored the factors that influence consumer value, such as price, quality, convenience, and experience. By understanding consumer value, tourism businesses can better position themselves to attract and retain customers, as well as to increase their profitability.

In addition to these areas, contemporary customer experience research has also focused on the adoption and implementation of approaches to managing and marketing customer experiences across varied tourism contexts. This includes the use of interpretive, behavioral, and organizational approaches to customer experience management, as well as the integration of qualitative techniques to draw the complexity of the consumption experience.

Furthermore, the study of memorable tourist experiences in both digital and offline tourism journeys has attributed a broader consideration of the consumption experience in tourism research. This involves the use of new analytical frameworks and methods to understand the factors that contribute to memorable tourist experiences, such as emotions, memories, and social interactions. By understanding these factors, tourism businesses can better design and deliver experiences that leave a lasting impression on customers.

In conclusion, contemporary customer experience research in tourism has played a vital role in understanding the needs and preferences of customers, improving the quality of tourism products and services, and promoting sustainable tourism development. By embracing innovative methodological and conceptual frameworks, researchers have contributed to a broader understanding of the consumption experience in tourism and its impact on customer satisfaction, loyalty, and advocacy. As the tourism industry continues to evolve, it is important for researchers to continue to explore new areas of research and to develop new approaches and methods to enhance the customer experience in tourism.

Weight: 610g
Dimension: 161 x 238 x 25 (mm)
ISBN-13: 9781801176330