Reviews in TourismIntroduction to the special issue: Consumer experience management and customer journeys in tourism, hospitality and events
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)
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.
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.
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.