旅游
客户体验
预测(人工智能)
认知
心理学
召回
营销
集合(抽象数据类型)
消费(社会学)
概念模型
实证研究
知识管理
计算机科学
业务
认知心理学
社会学
人工智能
哲学
神经科学
认识论
政治学
数据库
程序设计语言
法学
社会科学
作者
Maksim Godovykh,Asli D.A. Tasci
标识
DOI:10.1016/j.tmp.2020.100694
摘要
The concept of customer experience has received increasing attention in different disciplines. However, the pathway for handling experience has not been clearly set forth due to divergent conceptualizations and insufficient measures of customer experience. This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative), and suggests using a combination of several measures to capture the totality of tourism experience at pre-visit, onsite, and post-visit stages. These suggestions provide important implications for researchers and practitioners by offering new ways to explore customer interaction with tourist products, detect affective and sensory components leading to important consumption outcomes, investigate individual impacts of anticipation, onsite experience, and recall, as well as analyze effectiveness of destination marketing practices.
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