The Service Experience Innovation Model of Cultural Tourism in Historic Districts: A Case Study on Zhongshan Road in Quanzhou, Fujian Province of China

Yi-Hang Lin and Chun-Liang Chen ()
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Yi-Hang Lin: Graduate School of Creative Industry Design, National Taiwan University of Arts, New Taipei City 22058, Taiwan
Chun-Liang Chen: Graduate School of Creative Industry Design, National Taiwan University of Arts, New Taipei City 22058, Taiwan

Sustainability, 2024, vol. 16, issue 9, 1-17

Abstract: This study aimed to elucidate how consumers engage in cultural activities in Quanzhou and analyze innovative service experiences in this ancient city. We also sought to create a model integrating humanistic innovations into the enhancement of service experiences. We used an exploratory case study approach, combining secondary data analysis with on-site observations. The findings include the following: (1) The tourist experience in cultural tourism involves six stages: “Connect and Attract”, “Orientate”, “Interact”, “Extend and Retain”, “Advocate”, and “Recollect”. (2) We developed the TESP model for innovative cultural tourism services in Quanzhou, with four dimensions: Technological, Experiential, Systemic, and Platform. The Platform dimension introduces the Hub and Service Process sub-dimensions. Additionally, the study suggests that creating a sense of place in historic districts relies on traditional culture, emphasizing the core competitiveness, identity, and culture of a locality. (3) Integrating “humanistic innovation” into cultural tourism is essential, utilizing digital platforms and interpersonal networks to promote core values and thus foster local economic prosperity. The research outcomes hold practical significance for cultural heritage tourism in Quanzhou, as well as for the study and implementation of service and experience innovations among experience providers, practitioners, managers, and marketing professionals in the field.

Keywords: service experience innovation; humanistic innovation; sense of place; cultural tourism; historic districts; cultural heritage (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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