du.sePublikasjoner
Endre søk
RefereraExporteraLink to record
Permanent link

Direct link
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • chicago-author-date
  • chicago-note-bibliography
  • Annet format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annet språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
The ‘customer journey’: Learning from customers in tourism experience encounters
Högskolan Dalarna, Akademin Industri och samhälle, Turismvetenskap. Mid-Sweden University. (CeTLeR)ORCID-id: 0000-0001-7255-9338
2018 (engelsk)Inngår i: Tourism Management Perspectives, ISSN 2211-9736, E-ISSN 2211-9744, Vol. 28, s. 201-210Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

For micro-tourism firms, customers are a readily-accessible and highly important knowledge source that often remains unutilised. This study explores firm–customer encounters along the customer journey as learning opportunities. Based on data collected through participant observations, interviews and a review of user-generated content, this case study provides an in-depth look into the customer journey, with a Swedish micro-tourism firm. The findings suggest that the possibility to generate knowledge about experiential purposes is conditioned by the firm's ability to bestow encounters with an experience-like quality and promote the customers' transformation into participants. This is facilitated by involving customers, adopting an experiential discourse and utilising in-situ supporting moments to socialise. Firms can also learn about customers' subjective perception of value from user-generated content. The study concludes that in the context of learning from customers, small size provides micro-tourism firms with an opportunity to engage in personal relationships with their customers.

sted, utgiver, år, opplag, sider
2018. Vol. 28, s. 201-210
Emneord [en]
Experience encounters, Customer knowledge, Customer journey, Micro-tourism firms, Value in experience, Guided-tours
HSV kategori
Forskningsprogram
Komplexa system - mikrodataanalys
Identifikatorer
URN: urn:nbn:se:du-28498DOI: 10.1016/j.tmp.2018.09.002ISI: 000448054900019Scopus ID: 2-s2.0-85053495691OAI: oai:DiVA.org:du-28498DiVA, id: diva2:1250030
Merknad

Open Access beslut 19/2018

Tilgjengelig fra: 2018-09-21 Laget: 2018-09-21 Sist oppdatert: 2018-11-08bibliografisk kontrollert

Open Access i DiVA

fulltext(1121 kB)83 nedlastinger
Filinformasjon
Fil FULLTEXT01.pdfFilstørrelse 1121 kBChecksum SHA-512
4bfac85a983209a68db6ecd687ccc78100b6727809bd14364bd06b075868a607fcc096d59098c5cc61d6d95881d17f3ff917dcf0b44aec055559beb55854f9cc
Type fulltextMimetype application/pdf

Andre lenker

Forlagets fulltekstScopushttps://www.sciencedirect.com/science/article/pii/S2211973618300795

Personposter BETA

Yachin, Jonathan Moshe

Søk i DiVA

Av forfatter/redaktør
Yachin, Jonathan Moshe
Av organisasjonen
I samme tidsskrift
Tourism Management Perspectives

Søk utenfor DiVA

GoogleGoogle Scholar
Totalt: 83 nedlastinger
Antall nedlastinger er summen av alle nedlastinger av alle fulltekster. Det kan for eksempel være tidligere versjoner som er ikke lenger tilgjengelige

doi
urn-nbn

Altmetric

doi
urn-nbn
Totalt: 214 treff
RefereraExporteraLink to record
Permanent link

Direct link
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • chicago-author-date
  • chicago-note-bibliography
  • Annet format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annet språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf