Improving customer experience in tourism: A framework for stakeholder collaboration
AbstractTourism represents a service industry replete with unique complexities since a tourist's overall experience is modulated by multiple stakeholders, e.g., immigration officials at airports, policy makers responsible for investment in transportation infrastructure and managers at various tourist attractions. Effective management of customer satisfaction in this service sector entails cross-functional collaboration and a transparent measurement scheme that clearly delineates the impact of each stakeholder's actions on overall customer experience. In this paper, we propose a simple conceptual framework for stakeholder collaboration in tourism. A four-phase customer experience measurement process is developed to prioritize resource allocation and to increase tourists' advocacy levels for a destination. The proposed measurement framework has wide applicability and can also be exercised in the context of other public sector services, e.g., mass transit systems. We illustrate the process using an empirical case study at Chennai, a tourist destination in India and provide a number of substantive insights that are valid for this destination.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
Bibliographic InfoArticle provided by Elsevier in its journal Socio-Economic Planning Sciences.
Volume (Year): 44 (2010)
Issue (Month): 2 (June)
Contact details of provider:
Web page: http://www.elsevier.com/locate/seps
Tourism Customer experience measurement Service quality Benchmarking;
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Correa, Hector & Parker, Barnett R., 2005. "An application of organizational input-output analysis to hospital management," Socio-Economic Planning Sciences, Elsevier, vol. 39(4), pages 307-333, December.
- Baveja, A. & Feichtinger, G. & Hartl, R.F. & Haunschmied, J.L. & Kort, P.M., 2000.
"A resource-constrained optimal control model for crackdown on illicit drug markets,"
Open Access publications from Tilburg University
urn:nbn:nl:ui:12-84066, Tilburg University.
- Baveja, A. & Feichtinger, G. & Hartl, R.F. & Haunschmied, J.L. & Kort, P.M., 1999. "A Resource-Constrained Optimal Control Model for Crackdown on Illicit Drug Markets," Discussion Paper 1999-85, Tilburg University, Center for Economic Research.
- Baveja, Alok & Caulkins, Jonathan P. & Liu, Wensheng & Batta, Rajan & Karwan, Mark H., 1997. "When haste makes sense: Cracking down on street markets for illicit drugs," Socio-Economic Planning Sciences, Elsevier, vol. 31(4), pages 293-306, December.
- Vargas, Luis G., 1990. "An overview of the analytic hierarchy process and its applications," European Journal of Operational Research, Elsevier, vol. 48(1), pages 2-8, September.
- Jonathan P. Caulkins, 1993. "Zero-Tolerance Policies: Do They Inhibit or Stimulate Illicit Drug Consumption?," Management Science, INFORMS, vol. 39(4), pages 458-476, April.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Wendy Shamier).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.