Entwicklung eines Modells zur Messung der Erlebnisqualität einer Urlaubsreise: Eine theoretische und empirische Analyse

Schnorbus Linda ()
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Schnorbus Linda: IUBH Internationale Hochschule für den Standort Frankfurt am Main, IUBH Duales Studium, Professur Tourismuswirtschaft, Hanauer Landstraße 147-149, D-60314, Frankfurt am Main, Germany

Zeitschrift für Tourismuswissenschaft, 2017, vol. 9, issue 2, 249-276

Abstract: Customers become more and more experience-oriented. This also poses new challenges for the tourism industry. The article deals with the importance of quality of experience for a holiday trip and answers the research questions, how experience quality can be measured and by which touchpoints and dimensions it is influenced. For this purpose, a model for the measurement of experience quality is theoretically developed and empirically tested for a sun & beach package holiday organized by a tour operator. The analysis of the model shows that cognitive and emotional-oriented as well as backward- and forward-looking indicators produce similar results. However, the importance of the touchpoints of a trip differs. The hotel stay decisively determines the holiday experience, while the flight has no significant influence. The relevance of the dimensions for each touchpoint differs as well. While process excellence is important during the travel journey, emotional aspects are meaningful in the hotel. The results lead to implications for the future holiday trip in order to optimize experience quality.

Keywords: Customer Experience Management; Customer Journey; Experience; Tourism; Quality Management; Kundenerlebnismanagement; Customer Journey; Erlebnis; Tourismus; Qualitätsmanagement; Customer Experience Management; Customer Journey; Experience; Tourism; Quality Management (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:bpj:touwis:v:9:y:2017:i:2:p:249-276:n:4

DOI: 10.1515/tw-2017-0015

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