Overview

Contemporary 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.

Full Product Details

Author:   Dhouha Jaziri (University of Sousse, Tunisia) ,  Raouf Ahmad Rather (University of Kashmir, India)
Publisher:   Emerald Publishing Limited
Imprint:   Emerald Publishing Limited
Dimensions:   Width: 15.20cm , Height: 2.20cm , Length: 22.90cm
Weight:   0.578kg
ISBN:  

9781801176330

ISBN 10:   1801176337
Pages:   328
Publication Date:   08 August 2022
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Out of stock  
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Table of Contents

PART 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

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Author Information

Dhouha Jaziri is Senior Lecturer at University of Sousse, FsegSo, Tunisia. She holds a PhD in Marketing from ISG Tunis (2015). Her research concerns mainly customer experience, tourism management, customer knowledge management, innovation, digital marketing, and customer brand engagement. Raouf Ahmad Rather (Ph.D) is listed on Stanford University’s Top 2% of Scientists (2021), global scientific-researcher and research/guest faculty at University of Kashmir, India. His research interests centre on co-creation, customer engagement, customer experience, service innovation, customer loyalty and tourism crises/pandemic.

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