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Value creation and knowledge development in tourism experience encounters

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  • Sørensen, Flemming
  • Jensen, Jens Friis

Abstract

It has been argued that service encounters between front-line employees and users support the development of knowledge about users' needs. However, the potential for this often remains unused, not least in tourism. This article argues that if tourism service encounters are changed into ‘experience encounters’ by integrating them into the tourism experience to which they are related, this will create added experiential value for tourists and increase the creation of knowledge about users. This is illustrated in an innovation field experiment in a retro design boutique hotel in which service encounters were developed into experience encounters. The experiment illustrates the potential that experience encounters have to create knowledge and value, but also suggests some barriers that need to be overcome.

Suggested Citation

  • Sørensen, Flemming & Jensen, Jens Friis, 2015. "Value creation and knowledge development in tourism experience encounters," Tourism Management, Elsevier, vol. 46(C), pages 336-346.
    • Handle: RePEc:eee:touman:v:46:y:2015:i:c:p:336-346
    DOI: 10.1016/j.tourman.2014.07.009
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    References listed on IDEAS

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    2. Chang, Seohee, 2018. "Experience economy in hospitality and tourism: Gain and loss values for service and experience," Tourism Management, Elsevier, vol. 64(C), pages 55-63.
    3. Nuryakin & Vincent Didiek Wiet Aryanto & Mulyo Budi Setiawan, 2018. "Mediating effect of value creation in the relationship between relational capabilities on business performance," Contaduría y Administración, Accounting and Management, vol. 63(1), pages 33-34, Enero - M.
    4. Alex Yang-chan Hsu & Brian King & Dan Wang & Dimitrios Buhalis, 2016. "In-destination tour products and the disrupted tourism industry: progress and prospects," Information Technology & Tourism, Springer, vol. 16(4), pages 413-433, December.
    5. Isabelle Frochot & Dominique Kreziak & Elliot Statia, 2019. "Home away from home: A longitudinal study of the holiday appropriation process," Post-Print halshs-01957554, HAL.
    6. Chengcai Tang & Qianqian Zheng & Pin Ng, 2019. "A Study on the Coordinative Green Development of Tourist Experience and Commercialization of Tourism at Cultural Heritage Sites," Sustainability, MDPI, vol. 11(17), pages 1-19, August.
    7. Francesc Fusté-Forné & Nela Filimon, 2021. "Using Social Media to Preserve Consumers’ Awareness on Food Identity in Times of Crisis: The Case of Bakeries," IJERPH, MDPI, vol. 18(12), pages 1-20, June.
    8. Eide, Dorthe & Fuglsang, Lars & Sundbo, Jon, 2017. "Management challenges with the maintenance of tourism experience concept innovations: Toward a new research agenda," Tourism Management, Elsevier, vol. 63(C), pages 452-463.
    9. Jian Ming Luo & Chi Fung Lam & Hongyu Wang, 2021. "Exploring the Relationship Between Hedonism, Tourist Experience, and Revisit Intention in Entertainment Destination," SAGE Open, , vol. 11(4), pages 21582440211, October.
    10. Manuel Cuadrado & Maja Šerić & Martina G. Gallarza, 2018. "Evaluating Dance Consumption through the Experiential Value Approach," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 147-164.
    11. Holostencu Luciana-Floriana, 2019. "Value creation and the development of knowledge-intensive service activities in Romania’s travel agencies," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 13(1), pages 854-869, May.
    12. Payam Hanafizadeh & Mahdi Barkhordari Firouzabadi & Khuong Minh Vu, 2021. "Insight monetization intermediary platform using recommender systems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 269-293, June.
    13. Barnes, Stuart J. & Mattsson, Jan & Sørensen, Flemming, 2016. "Remembered experiences and revisit intentions: A longitudinal study of safari park visitors," Tourism Management, Elsevier, vol. 57(C), pages 286-294.
    14. Yen-Hao Hsieh & I-Chun Chuang, 2020. "Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels," Tourism Economics, , vol. 26(3), pages 404-436, May.
    15. Hongmei Guan & Taozhen Huang & Xin Guo, 2023. "Knowledge Mapping of Tourist Experience Research: Based on CiteSpace Analysis," SAGE Open, , vol. 13(2), pages 21582440231, April.
    16. Eric Stevens & Ronald Boucher, 2020. "Designing Co-Creation Platforms: The Case of Configurators Toolkits," Post-Print hal-02872485, HAL.

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