The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Customer experience in tourism: A review of definitions, components, and measurements
Open accessAbstract
Abstract The concept of customer experience has received increasing attention in different disciplines. However, the pathway for handling experience has not been clearly set forth due to divergent conceptualizations and insufficient measures of customer experience. This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative), and suggests using a combination of several measures to capture the totality of tourism experience at pre-visit, onsite, and post-visit stages. These suggestions provide important implications for researchers and practitioners by offering new ways to explore customer interaction with tourist products, detect affective and sensory components leading to important consumption outcomes, investigate individual impacts of anticipation, onsite experience, and recall, as well as analyze effectiveness of destination marketing practices.
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Cites
Autonomic nervous system activity in emotion: a review
Kreibig, S. D. (2010) · Biological Psychology · doi:10.1016/j.biopsycho.2010.03.010 · Cited by 3,188 · cited 1×
“Different emotions involve different patterns of activation of both branches of the human autonomic nervous system (sympathetic and parasympathetic), which can be useful in analyzing people’s emotional states (Kreibig, 2010).”
BackgroundCustomer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
Validity and reliability of the Experience-Sampling Method
CSIKSZENTMIHALYI, M., & LARSON, R. (1987) · The Journal of Nervous and Mental Disease · doi:10.1097/00005053-198709000-00004 · Cited by 2,544
How brains beware: neural mechanisms of emotional attention
Vuilleumier, P. (2005) · Trends in Cognitive Sciences · doi:10.1016/j.tics.2005.10.011 · Cited by 2,162
Mauss, I. B., & Robinson, M. D. (2009) · Cognition and Emotion · doi:10.1080/02699930802204677 · Cited by 2,078
Evidence for a three-factor theory of emotions
Russell, J. A., & Mehrabian, A. (1977) · Journal of Research in Personality · doi:10.1016/0092-6566(77)90037-x · Cited by 1,940
The Museum Experience Revisited
Falk, J. H., & Dierking, L. D. (2016) · doi:10.4324/9781315417851 · Cited by 641
Role of Secondary Sensory Cortices in Emotional Memory Storage and Retrieval in Rats
Sacco, T., & Sacchetti, B. (2010) · Science · doi:10.1126/science.1183165 · Cited by 272
Cited by
VR in tourism: A new call for virtual tourism experience amid and after the COVID-19 pandemic
Godovykh, M., Baker, C., & Fyall, A. (2022) · Tourism and Hospitality · doi:10.3390/tourhosp3010018 · Cited by 108
Self-citationExperience management in hospitality and tourism: reflections and implications for future research
Agapito, D., & Sigala, M. (2024) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-11-2023-1722 · Cited by 76
Enhancing Consumer Behavior and Experience Through AI-Driven Insights Optimization
Naveeenkumar, N., Rallapalli, S., Sasikala, K., Priya, P. V., Husain, J., & Boopathi, S. (2024) · Advances in Marketing, Customer Relationship Management, and E-Services · doi:10.4018/979-8-3693-1918-5.ch001 · Cited by 65
Metadata
- Authors
- Godovykh, M., & Tasci, A. D. A.
- Venue
- Tourism Management Perspectives
- Publisher
- Elsevier BV
- Published
- 2020-07
- Volume
- 35
- Pages
- 100694
- ISSN
- 2211-9736 (ISSN-L)
- OpenAlex
- W3026730396
- Cited by
- 359
- References
- 8
- FWCI
- 54.53
- Type
- journal article
- Language
- en
- Open access
- green
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
