Keywords
experience, review, definition, components, scales
Abstract
Considered as a more competitive advantage than price, product, or quality, the concept of 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.
Publication Date
7-1-2020
Original Citation
Godovykh, M., & Tasci, A.D.A. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 1-10. https://doi.org/10.1016/j.tmp.2020.100694
Document Type
Paper
Source Title
Tourism Management Perspectives
Volume
35
Copyright Status
Unknown
Publication Version
Pre-print
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Godovykh, Maksim and Tasci, Asli D. A., "Customer Experience in Tourism: A Review of Definitions, Components, and Measurements" (2020). Faculty Scholarship and Creative Works. 938.
https://stars.library.ucf.edu/ucfscholar/938
Included in
Hospitality Administration and Management Commons, Marketing Commons, Tourism and Travel Commons