Improving customer experience in tourism: A framework for stakeholder collaboration
Tourism 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.
References listed on IDEAS
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.:
- 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.
- 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, 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.
- 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,"
1999-85, Tilburg University, Center for Economic Research.
- 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," Other publications TiSEM 15ffe163-821b-458a-80ef-d, Tilburg University, School of Economics and Management.
- 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.
When requesting a correction, please mention this item's handle: RePEc:eee:soceps:v:44:y:2010:i:2:p:100-112. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Zhang, Lei)
If references are entirely missing, you can add them using this form.