Conceptualizing Experience: A Tourist Based Approach

Volo, Serena

doi:10.1080/19368620802590134

Cited by 227 publications

(193 citation statements)

References 36 publications

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“…There are numerous definitions of the tourist experience in recent literature, but there is no single theory that defines the meaning and extent of tourist experiences (Volo, 2009). According to the Mossberg (2007), there are two approaches to the study of tourist experiences: first, the social science approach which indicates that tourists prefer to experience something different from their daily routine and second, the marketing/management approach which highlights that tourists are recognized as consumers because they are involved in different exchange relationships or interactions related to tourism provision.…”

Section: Tourist Experience Co-creationmentioning

confidence: 99%

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Lončarić¹,

Prodan²,

Dlačić³

2017

Tourism in Southern and Eastern Europe

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Purpose -The purpose of this paper is to highlight the need for cooperation between tourists and travel professionals in creating a memorable visitor experience. The objectives of the study are twofold: first, to explain the concept of tourist experience co-creation and, second, to explore the relationships among tourist experience co-creation, customer satisfaction, overall travel satisfaction and customer loyalty towards travel professionals. Methodology -The study uses constructs from past literature. A survey was conducted on a convenience sample of 422 Croatian residents who had travelled at least once in the year prior to the study. The hypotheses were empirically tested and validated by partial least square structural equation modelling (PLS-SEM). Findings -Participation in the co-creation process of an experience, together with travel professionals, positively affects customer satisfaction. Further, customer satisfaction with cocreation has a positive effect on overall travel satisfaction and customer loyalty to travel professionals. There is also evidence that overall travel satisfaction positively affects customer loyalty to service provider. Contribution -This study contributes to the knowledge of tourist experience co-creation within the theory of service-dominant logic and customer behaviour. The scientific contribution is found in testing the influence of tourist experience co-creation on tourist satisfaction and loyalty. The applicable contribution emphasises the necessity to include tourists as an active, involved and participating part in the process of providing services. Their involvement in this process will positively affect their satisfaction and loyalty.

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Section: Tourist Experience Co-creationmentioning

confidence: 99%

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Lončarić¹,

Prodan²,

Dlačić³

2017

Tourism in Southern and Eastern Europe

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“…This approach can be an important destination-marketing tool (Hays, Page, & Buhalis, 2013), which was recently introduced by several airports, such as Changi Airport (SIN) and Bangkok International Airport (BKK). Social media marketing, together with popular trends of social networking activities, such as hashtag (Mcfedries, 2013), enhances the roles of airports from a mere supporting place for experiences (Cary, 2004;Volo, 2009) to a place where the mental linkage of passengers to the destination can be solidified. Passengers can take a photo of the iconic sight of the airport and post it on their social networking sites to indicate that they have been to the airport and to the destination; such act co-creates an experience with others who pursue a similar activity (Neuhofer et al, 2013).…”

Section: Service Marketing and Management Perspectivementioning

confidence: 99%

An Airport Experience Framework from a Tourism Perspective

2015

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This study, by integrating the perspectives of sociological, psychological, and service marketing and management, all of which affect the passenger experience, proposes a theoretical framework for the creation of the airport experience in relation to tourism. This research responds to the current phenomenon in which airports are offering other types of experiences within the airport terminal, expanding the role of an airport from being a utility for transportation into a place where various and different values can be offered. This research explores the current airport experience and adds to research on airport experience by clarifying ten key components necessary for airport passenger experience propositions based on existing research, the current industry phenomena, and the empirical study. The paper also underlines those components that can enhance passenger experience in relation to tourism and highlights the role that airports contribute to a destination.

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“…The sustainable approach for tourism aims to optimize the use of the local assets and harmonize the current and future needs of local stakeholders, while simultaneously focusing on the high satisfaction of tourists by ensuring a meaningful experience (Kastenholz, Carneiro, & Marques, 2012;UNEP & UNWTO, 2005). Accordingly, considering that the rural tourism supply is growing Against this background, the relevance of the experiential paradigm for conceptualizing, planning, and marketing the tourist experience is evinced by the current literature (Cutler & Carmichael, 2010;Ellis & Rossman, 2008;Gilmore & Pine, 2002;Mossberg, 2007;Oh et al, 2007;Ritchie & Hudson, 2009;Tung & Ritchie, 2011;Volo, 2009;Walls et al, 2011a;Williams, 2006). Experiential approaches outline the importance of hedonic consumption for individuals and, accordingly, stress that attention should be paid to the activity of devising the right multi-sensory environment, contributing to the value creation for both customers and companies (Addis & Holbrook, 2001;Gentile, Spiller, & Noci, 2007;Holbrook & Hirschman, 1982;Pine & Gilmore, 1998).…”

Section: Introductionmentioning

confidence: 99%