Customer experience and tourist experience: what do we already know about them?

Thouraya Gherissi Labben and Johan Burger

Chapter 19 in Handbook of Experience Science, 2024, pp 262-281 from Edward Elgar Publishing

Abstract: Practitioners consider offering a superior customer experience (CX) as the main source of competitive advantage across sectors. However, in this era of significant transformation induced by the Fourth Industrial Revolution, technology advancements and sustainability awareness directly impact the business-to-customer relationship and, consequently, the customer experience as a construct. Therefore, this chapter aims to draw up an overview of what we already know about CX, and particularly CX in the tourism context, referred to in the chapter as tourist experience (TX). Based on a review of selected literature, this chapter first describes the significant transformations impacting the TX. It then explains the current research and knowledge related to the CX, focusing on the tourism sector. Finally, the chapter summarizes CX’s current limitations, challenges, and future developments.

Keywords: Business and Management; Development Studies; Economics and Finance; Environment; Geography; Innovations and Technology (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781803926902.00027 (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eechap:21746_19

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().