1st Edition
The Routledge Handbook of Tourism Experience Management and Marketing
The Routledge Handbook of Tourism Experience Management and Marketing offers a comprehensive and thorough inquiry into both customary and emergent issues of tourism experience and co-creation. Drawing together contributions from 83 authors from 28 countries with varied backgrounds and interdisciplinary interests, the handbook highlights multiple representations and interpretations of the theme. It also integrates a selection of illustrative global case studies to effectively present its chapter contents.
Tourism experience drives the contemporary tourist’s behavior as they travel in pursuit of experiencing unique and unusual destinations and activities. Creating a memorable and enduring experience is therefore a prerequisite for the all tourism business organizations irrespective of the nature of their products or services. This handbook focuses on conceptualizing, designing, staging, managing and marketing paradigms of tourism experiences from both supply and demand perspectives. It sheds substantial light on the contemporary theories, practices and future developments in the arena of experiential tourism management and marketing.
Encompassing the latest thinking and research themes, this will be an essential reference for upper-level students, researchers, academics and industry practitioners of hospitality as well as those of tourism, gastronomy, management, marketing, consumer behavior, cultural studies, development studies and international business, encouraging dialogue across disciplinary boundaries.
Introduction
Saurabh Kumar Dixit
PART I Tourism experience: theories, structure and frameworks
- Conceptualizations of tourism experience
- A systematic review of the tourism experience research from 2009 to 2018
- Key drivers of tourism experience Fabrizio Ferrari
- Typology of tourism experience
- Customer experience in tourism: an overview
- The role and measurement of emotion in tourism experiences
- The essence of memorable experience
- Service employees and customer experience
- Relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and loyalty
- Tourism and the experience economy: a critique?
- Understanding the experience design process
- Experiential choice in tourism
- The service experiencescape
- Exploring image, perception and motivation in tourism experience
- Learning through extraordinary tourism experiences
- Resident-driven city hospitality design and delivery
- Experiential heritage tourism designing in the United Arab Emirates
- Trends in experience design: strategies for attracting millennials to wineries in Victoria, Australia
- The role of themes and stories in tourism experiences
- Understanding performativity and embodied tourism experiences in animal-based tourism in the Arctic
- Experiential dissonance
- Traditional versus experiential marketing in tourism
- Marketing approach to the tourist experience
- Experiential marketing for tourism destinations
- Relationship marketing: a consumer experience perspective
- Interpreting relationships among Oktoberfest tourists’ experiences and perceived value, overall satisfaction and loyalty behaviors for better marketing strategy decisions
- Delivering quality and memorable tourism experience
- Marketing gastronomic tourism experiences
- Managing brand experience and reputation in the hotel business
- Managing service failure and recoveries
- Dark tourism: negative experiences as part of modern tourism
- Sharing economy and tourism experience
- An exploration of experiential travel behavior during the traveler journey
- Co-construction of the tourist experience via social networking sites
- Technologies for enhancing wine tourism experience
- Pictures, colors and emotions: shaping the UK’s e-tourism experience
- Managing tourist experience through social media: evidence from South Korea
- Virtual reality, augmented reality and tourism experience
- Sustainable tourism and the visitor experience
- Rethinking sustainable tourism through identity decomposition: the stratification of the intensifying factors of the tourism experience
- Developing rural tourism through co-creation of sustainable tourist experiences
- Towards green loyalty: driving from green experiential quality, green emotional attachment, green image, green switching experience, and green experiential satisfaction
- Guest and host relationship in tourism experience building: rising issue of sustainability
- Co-creation of tourism experiences: a conceptual framework
- Co-creation of tourism experience through service-dominant logic
- Place-based business models of value creation in tourism: case of the Albergo Diffuso
- Chinese meaning of face in Arctic Norway: cultural co-creation for tourist experiences
- The emotional labor of the co-created tourism experience
- Tourism experience and destination competitiveness
- Senior tourism and customer experience: links and opportunities
- Crisis management and tourism experiences
- Conclusion: some reflections on experiential tourism management and marketing
Jon Sundbo and Saurabh Kumar Dixit
Drita Kruja and Elvisa Drishti
Bert Smit and Frans Melissen
Girish Prayag, Samuel Spector and Jörg Finsterwalder
Girish Prayag
Mariana de Freitas Coelho and Marlusa de Sevilha Gosling
Poh Theng Loo
Keith Mandabach
Roy C. Wood
PART II Crafting tourism experiences
Bert Smit and Frans Melissen
Jens Friis Jensen and Jon Sundbo
Melissa A. Baker and Kawon Kim
Brian Kee Mun Wong and Christy Yen Nee Ng
Eva Maria Jernsand and Sandhiya Goolaup
Karoline Wiegerink and Jan Huizing
Joanna Seraphim and Farooq Haq
Paul Strickland, Jennifer Laing, Warwick Frost and Kim M. Williams
Lee Jolliffe and Pairach Piboonrungroj
Minni Haanpää and José-Carlos García-Rosell
Jon Sundbo
PART III Marketing tourism experiences
Valentina Della Corte and Giovanna Del Gaudio
Kuan-Huei Lee
Raouf Ahmad Rather and Linda D. Hollebeek
Christy Yen Nee Ng and Brian Kee Mun Wong
Robert J. Harrington, Michael C. Ottenbacher, Burkhard von Freyberg, Alexandros Paraskevas and Laura Schmidt
Anestis K. Fotiadis and Anastasia Ef. Spyridou
Saurabh Kumar Dixit
Hanım Kader Şanlıöz–Özgen and Metin Kozak
Kawon Kim and Melissa A. Baker
Dinesh Kumar and Punam Gupta
PART IV Technology enabled tourism experiences
Adam Pawlicz
Roberta Minazzi
Sabrina Seeler and Heike Schänzel
Roberta Garibaldi and Fabiola Sfodera
Anke Schneider, Wilhelm Loibl and Ann Hindley
Yeonjung (Alice) Kang and Tiffany S. Legendre
Sandra Maria Correia Loureiro
PART V Sustainable tourism experience
Frans Melissen and Bert Smit
António Sérgio Araújo de Almeida
Jennifer Chan Kim Lian
Hung-Che Wu and Guo-Wei Chen
Rashmi Ranjan Choudhury and Saurabh Kumar Dixit
PART VI Emerging avenues of tourism experience and co-creation
Mine Inanc and Metin Kozak
Xiang Ying Mei
Francesco Raggiotto, Cristiana Compagno and Michela C. Mason
Yan Zhang and Young-Sook Lee
Richard Ek, Anne Hardy, Mia Larson and Can-Seng Ooi
Abijith Abraham and Saurabh Kumar Dixit
Adela Balderas-Cejudo and George W. Leeson
Adiyukh Berbekova and Melissa A. Baker
Saurabh Kumar Dixit
Index
Biography
Saurabh Kumar Dixit, PhD is an Associate Professor and Head of the Department of Tourism and Hotel Management, North-Eastern Hill University, Shillong (Meghalaya), India. He holds a Bachelor’s degree in Hotel Management and Catering Technology, a Master’s degree in Tourism Management, and a Doctorate (PhD) in Hotel Management. His research interests include Consumer Behavior, Gastronomic Tourism, Service Marketing, Experience Management, and Marketing in hospitality and tourism contexts. He has worked more than 20 years in a number of Indian universities and educational institutes and successfully completed different research projects relating to hospitality and tourism management. He has 11 books to his credit including The Routledge Handbook of Consumer Behavior in Hospitality and Tourism and The Routledge Handbook of Gastronomic Tourism. He can be contacted at [email protected].
“Filled with thoughtful pieces penned by writers from around the world, this handbook covers a variety of topics focusing on theoretical as well as practical facets of tourism experience management and marketing. The topics covered range from traditional frameworks for designing, delivering and managing tourism experiences to more current and emerging topics such as co-creating tourism experiences with customers and using technological advances to enhance and promote tourism experiences. This volume is a valuable resource for tourism researchers and practitioners.”
A. Parasuraman, Professor of Marketing and Holder of the James W. McLamore Chair, University of Miami, USA“The Routledge Handbook of Tourism Experience Management and Marketing represents an unparalleled collection of thoughtful contributions to the advancement of experience thinking. It will prove an invaluable resource not only within the tourism industry, but for any experience-focused professional, as many of the models, metrics, design considerations, and technology twists put forth provide insights applicable to any experience-minded business. Indeed, in the Experience Economy – where time is the currency of consumption – all customers are tourists; and this volume helps set the agenda as enterprises compete to offer compelling places to spend their time.”
B. Joseph Pine II & James H. Gilmore, co-authors of The Experience Economy: Competing for Time, Attention, and Money“The Routledge Handbook of Tourism Experience Management and Marketing provides comprehensive coverage of recent experience research and thinking. The handbook provides 52 chapters from authors from around the world. Sections of the handbook that are of topical interest include designing experiences, technology-enabled experiences, and sustainable tourism experiences. The chapters cover experience in diverse contexts such as hospitality, attractions, gastronomy, travel, and accommodation. Theoretical, methodological and empirical chapters include international case studies. This edited book is a timely collection providing the state of the art of management and marketing of tourism experiences.”
Noel Scott, Professor of Tourism Management, Sustainability Research Centre, University of the Sunshine Coast, Australia