Reviews in Tourism
Introduction to the special issue: Consumer experience management and customer journeys in tourism, hospitality and events

https://doi.org/10.1016/j.tmp.2021.100877Get rights and content

Highlights

  • To explore studies on consumer experience management and customer journeys in tourism, hospitality and events.

  • Their studies offers several methodological approaches.

Abstract

This special edition focuses on “Consumer Experience Management and Customer Journeys in Tourism, Hospitality and Events”. This introduction considers current topics concerning researchers and practitioners about consumer journeys and experience management and introduces the six papers in the special issue. We would like to thank the authors and reviewers for this special issue.

Section snippets

The papers in this special issue

The paper by Tubillejas-Andrés, Cervera-Taulet, and García (2020) examines a process model that links servicescape dimensions of physical and social to elicitation of positive and negative emotions from the consumption of performing arts, which subsequently determine several post-consumption outcomes of satisfaction, perceived value and loyalty. They test the model using PLS-SEM. The central role of positive emotions is emphasized in the process model, with positive emotions partially mediating

The journey of this special issue

We wish to acknowledge the unique journey that this Special Issue has taken. The first time we met to discuss this project, is now coined as the ‘pre-COVID-19’ era. Nothing could have prepared us then, for the phase ahead and the disruption the pandemic has brought to everyone's health, economic and social life. Customer experiences have since then changed substantially with face-to-face experiences requiring social distancing protocols and many countries imposing lockdowns forcing customers to

Concluding remarks

The articles in this special issue offer important insights to hospitality and tourism managers and researchers about customer experience management and customer journeys. The 6 articles in this special issue speak on the variety of customer experience management and customer journeys approaches that can be used to better understand customers. There are also several innovative methodological techniques used to deliver insightful outcomes in this special issue, including: Moin et al.'s (2020)

Babak Taheri (Heriot-Watt University, UK) Babak is a Professor of Marketing in Edinburgh Business School at Heriot-Watt University, Edinburgh, UK. His research has a dual focus: ‘consumer behaviour’ and ‘marketing management’ with particular interest in “tourism, leisure and cultural consumption”. Babak has over 100 academic publications, and currently serves as Senior Editor of Tourism Management Perspectives and Associate Editor for The Service Industries Journal and International

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  • Cited by (0)

    Image 1
    Babak Taheri (Heriot-Watt University, UK) Babak is a Professor of Marketing in Edinburgh Business School at Heriot-Watt University, Edinburgh, UK. His research has a dual focus: ‘consumer behaviour’ and ‘marketing management’ with particular interest in “tourism, leisure and cultural consumption”. Babak has over 100 academic publications, and currently serves as Senior Editor of Tourism Management Perspectives and Associate Editor for The Service Industries Journal and International Journal of Contemporary Hospitality Management.

    Image 2
    Girish Prayag (University of Canterbury, New Zealand) Girish is a Professor of Tourism Marketing in the Department of Management, Marketing and Entrepreneurship at the UC Business School, Christchurch, New Zealand. He is co-author of the book “Tourism Resilience: Individual, Organizational and Destination Perspectives” published by Channel View. He has published more than 100 articles in leading tourism and marketing journals and is the Editor (Method & Practice) for the journal Current Issues in Tourism.

    Image 3
    Birgit Muskat (Australian National University, Australia) Birgit is based at the Australian National University. She is a Senior Lecturer and the Deputy Director Research School of Management, Higher Degree Research. Her research interests include tourism experiences, entrepreneurship, and innovation. Birgit's research has been published in high-quality scholarly journals including Journal of Travel Research, Annals of Tourism Research, Journal of Sustainable Tourism; currently, she serves on the editorial boards of Journal of Travel Research and Journal of Vacation Marketing.

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