Customer experience in tourism: A review of definitions, components, and measurements

Godovykh, Maksim; Tasci, Asli D.A.

doi:10.1016/j.tmp.2020.100694

Cited by 174 publications

(163 citation statements)

References 89 publications

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“…There are several potential pathways of the positive impacts of tourism activities on public health via positive emotions and social interactions between tourists and residents. Tourism experiences are inseparable from tourists’ emotions ( Filep & Pearce, 2013 ; Godovykh & Tasci, 2020a ; Jordan et al, 2019 ) and can therefore influence physical health and longevity ( Kenny et al, 2019 ). It has been suggested that frequent experiences of positive emotions lead to a lower chance of developing cardiovascular diseases, inflammation, headaches, weakness, and congestions ( Boehm & Kubzansky, 2012 ; Fredrickson, Cohn, Coffey, Pek, & Finkel, 2008 ).…”

Section: Introductionmentioning

confidence: 99%

Health outcomes of tourism development: A longitudinal study of the impact of tourism arrivals on residents’ health

Godovykh

Ridderstaat

2020

Journal of Destination Marketing & Management

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This study investigates the influence of the number of tourism arrivals on the physical health of local people in one of the most-visited destinations in the world. Although the literature traditionally describes the economic, social, and cultural impacts of tourism, there is a gap related to the effects of tourism on residents' health. The methodology involves applying the limited-information maximum likelihood instrumental variable approach. The results demonstrate that tourism arrivals negatively influence residents’ health in the short term, yet have positive impacts on long-term health outcomes. The study contributes to the theory and practice by offering a new approach to physical health outcomes of tourism, demonstrating the superiority of long-term positive impacts of tourism over short-term negative outcomes, and emphasizing the importance of evaluating the health impacts of tourism for destination marketing and management.

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Section: Introductionmentioning

confidence: 99%

Health outcomes of tourism development: A longitudinal study of the impact of tourism arrivals on residents’ health

Godovykh

Ridderstaat

2020

Journal of Destination Marketing & Management

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“…Scholars have analyzed various types of tourist experiences, such as customer experiences [17], ethnic tourism experiences [18], hitchhiking tourism experiences [19], memorable tourism experiences [20], and traditional costume experiences [21]. The connotation, classification, and application of the tourist experience have been extensively studied.…”

Section: Tourist Experiencementioning

confidence: 99%

Experiences, Motivations, Perceptions, and Attitudes Regarding Ethnic Minority Village Tourism

Xie

Morrison

et al. 2021

Sustainability

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Ethnic minority villages are a vital part of tourism in certain destinations, often attracting many domestic and international visitors to experience unique local cultures and authentic lifestyles. However, much of the relevant literature has not examined tourist motivations, perceptions, and attitudes regarding ethnic minority village tourism. This exploratory qualitative research analyzed user-generated blogs uploaded by people sharing their ethnic minority village experiences in Guizhou Province, China. ROST Content Mining6 software was employed to identify motivations, perceptions, and attitudes toward minority village tourism. The findings indicated that tourist experience included natural aesthetic, cultural aesthetic, service and interaction, and entertainment. The main motivation was to experience unique cultural activities. The strongest perceptions were of the local villagers, Miao and Dong family life, and tourism services and environments. Tourist attitudes were mostly positive. Suggestions for better satisfying tourist needs and improving experiences were derived from the data.

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“…The examination of tourist experiences from multi-disciplinary perspectives has been central in tourism research since the early 2000s (Cutler/Carmichael 2010;Godovykh/Tasci 2020;Prebensen et al 2018;Sundbo/Dixit 2020). Tourist experiences are generally conceptualised as subjective, multi-dimensional evaluations of tourist encounters before, during and after a trip (Larsen 2007;Seeler et al 2018; Tung/Ritchie 2011) 'reflecting in active or passive state of mind' (Chen et al 2018: 14).…”

Section: Experiential Marketing: From Product Brands To Tourist Destimentioning

confidence: 99%

“…The review of the literature revealed that most studies of ODEs adopted a quantitative, confirmatory approach, used established scales from other industries and applied exclusively self-report methods. These approaches limit researchers' abilities to investigate important emotional reactions (Godovykh/Tasci 2020;Li et al 2016;Scuttari/Pechlaner 2017). Previous studies have also not sufficiently acknowledged the complexity of ODEs on ODWs and concentrated on positive emotional responses while neglecting potential negative effects.…”

Section: Research Approach and Objectivementioning

confidence: 99%

“…This research qualitatively explored how users of ODWs experience unfamiliar tourist destinations in the pre-travel phase, taking a German demand-side perspective and the most frequent user group of ODWs in Germany (millennials) as an example. Other authors raised the need for innovative research methods to explore experiences holistically (Godovykh/Tasci 2020). Using a multi-method approach, comprehensive data from real-time observations (gaze plots and videos from eye-tracking) and self-reports (RTA and interviews) were obtained and analysed with an abductive approach.…”

Section: Figure 2 Conceptual Framework Of Pre-travel Odes On Odwsmentioning

confidence: 99%

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‘Dream now, travel later’: pre-travel online destination experiences on destination websites

Köchling

2020

JQRT

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Destination marketing organisations (DMOs) seek to provide positive pre-travel online destination experiences (ODEs) to attract tourists. Thereby, DMOs understand official destination websites (ODWs) as central sources of information influencing tourists’ travel decisions. Although experiential marketing theory postulates that customers are reached through sensory, affective, intellectual, behavioural or social experiences, this theory has rarely been applied to analysing tourist experiences on ODWs. Past research and theories remain similar to models from product brands, yet fail to acknowledge the peculiarities of destination experiences. This research explores how users of ODWs experience unfamiliar tourist destinations in the pre-travel phase. To gain a deeper understanding of the nature of ODEs on ODWs, a qualitative multi-method study was conducted involving eye-tracking, retrospective think-aloud protocols, semi-structured interviews and video observations with 15 German millennials selected via purposeful sampling. Data was analysed in a qualitative directed content analysis following an abductive approach. Findings expand on previous theory by adding a spatio-temporal experience dimension. In the pre-travel phase, potential tourists explore the spatio-temporal accessibility of expected experiences and the experience density in the destination. Furthermore, this research provides new insights into the different dimensions of ODEs and proposes an advanced conceptual framework.

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Customer experience in tourism: A review of definitions, components, and measurements

Cited by 174 publications

References 89 publications

Health outcomes of tourism development: A longitudinal study of the impact of tourism arrivals on residents’ health

Health outcomes of tourism development: A longitudinal study of the impact of tourism arrivals on residents’ health

Experiences, Motivations, Perceptions, and Attitudes Regarding Ethnic Minority Village Tourism

‘Dream now, travel later’: pre-travel online destination experiences on destination websites

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