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Cited by 76

The DOI matches its Crossref record; 40 of the 40 references it cites were found in a registry or an index.

Experience management in hospitality and tourism: reflections and implications for future research

Agapito, Dora, Sigala, Marianna·2024·International Journal of Contemporary Hospitality Management
DOI 10.1108/ijchm-11-2023-1722
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Abstract

Purpose: This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management. Design/methodology/approach: The study adopts a critical and reflective approach for providing future directions of experience research. Three major fields are identified to discuss advances, challenges and opportunities in experience research: conceptualization and dimensions of experiences; relational network for experience management; and theoretical and methodological approaches. Findings: The paper proposes a mindset shift to guide experience research, but also to redirect and research thinking and managerial practices about the role of experiences in the economy and society. This proposed humanized perspective to experience research and management is deemed important given the contemporary socio-economic, environmental and technological challenges of the environment. Research limitations/implications: This paper identifies a set of theoretical and managerial implications to help scholars and professionals alike to implement the humanized perspective to experience research. Implications relate to conceptualization, relational network and theoretical and methodological approaches in experience research. Originality/value: This study critically assesses research challenges and opportunities around customer experience management (CEM) in H&T contexts. This reflective and critical look at customer experiences not only informs future research for advancing knowledge and practice but also proposes a mindset shift about the role and nature of CEM in the society and economy.

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Registry

Crossref · 10.1108/ijchm-11-2023-1722

Cites

40 of 40 references verified0 citation errors · 0 not checkable

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Citations

Cites

Research works printed but not linked: 6

  1. 1997, Experienced Cognition
  2. 2006, Mindset: The New Psychology of Success
  3. 2017, Sensation and Perception
  4. 2022, Developing a digital mindset. How to lead your organization into the age of data, algorithms, and AI, Harvard Business Review, 100, 50
  5. 1998, Welcome to the experience economy, Harvard Business Review, 74, 96
  6. 1999, Experiential marketing, Journal of Marketing Management, 15, 53

Metadata

Authors
Agapito, D., & Sigala, M.
Venue
International Journal of Contemporary Hospitality Management
Publisher
Emerald
Published
2024-04-30
Volume
36
Issue
13
Pages
57-76
ISSN
0959-6119
DOI
10.1108/ijchm-11-2023-1722
Cited by
76
References
40
Language
en
Licence
www.emerald.com/insight/site-policies (tdm)

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Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

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.