A Marketing Approach to the Tourist Experience

Mossberg, Lena

doi:10.1080/15022250701231915

Cited by 512 publications

(454 citation statements)

References 46 publications

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“…According to the Mossberg (2007), there are two approaches to the study of tourist experiences: first, the social science approach which indicates that tourists prefer to experience something different from their daily routine and second, the marketing/management approach which highlights that tourists are recognized as consumers because they are involved in different exchange relationships or interactions related to tourism provision. Namely, tourists subjectively construct their personal experiences through interaction with a service provider, by using different elements of products/services and reassembling them as they choose (Kim 2010).…”

Section: Tourist Experience Co-creationmentioning

confidence: 99%

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Lončarić¹,

Prodan²,

Dlačić³

2017

Tourism in Southern and Eastern Europe

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Purpose -The purpose of this paper is to highlight the need for cooperation between tourists and travel professionals in creating a memorable visitor experience. The objectives of the study are twofold: first, to explain the concept of tourist experience co-creation and, second, to explore the relationships among tourist experience co-creation, customer satisfaction, overall travel satisfaction and customer loyalty towards travel professionals. Methodology -The study uses constructs from past literature. A survey was conducted on a convenience sample of 422 Croatian residents who had travelled at least once in the year prior to the study. The hypotheses were empirically tested and validated by partial least square structural equation modelling (PLS-SEM). Findings -Participation in the co-creation process of an experience, together with travel professionals, positively affects customer satisfaction. Further, customer satisfaction with cocreation has a positive effect on overall travel satisfaction and customer loyalty to travel professionals. There is also evidence that overall travel satisfaction positively affects customer loyalty to service provider. Contribution -This study contributes to the knowledge of tourist experience co-creation within the theory of service-dominant logic and customer behaviour. The scientific contribution is found in testing the influence of tourist experience co-creation on tourist satisfaction and loyalty. The applicable contribution emphasises the necessity to include tourists as an active, involved and participating part in the process of providing services. Their involvement in this process will positively affect their satisfaction and loyalty.

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Section: Tourist Experience Co-creationmentioning

confidence: 99%

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Lončarić¹,

Prodan²,

Dlačić³

2017

Tourism in Southern and Eastern Europe

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“…A primeira é caracterizada pela experiência do turista e é entendida como sendo experiências estritamente diferenciadas daquelas experimentadas no seu cotidiano (Mossberg 2007). A outra perspectiva, a da literatura da gestão do turismo, enquanto atividade econômica, trata os turistas como consumidores que estão envolvidos em relações comerciais.…”

Section: Introductionunclassified

“…A outra perspectiva, a da literatura da gestão do turismo, enquanto atividade econômica, trata os turistas como consumidores que estão envolvidos em relações comerciais. Tais relações (transações) cobrem todos os tipos de serviços, não importando sua natureza (Mossberg 2007).…”

Section: Introductionunclassified

Atributos estratégicos nas compras de estabelecimentos de hospedagens: estudo das pousadas de Ouro Preto e Tiradentes no roteiro turístico "Estrada Real"

et al. 2010

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ResumoO objetivo geral da presente pesquisa foi identificar necessidades e expectativas de pousadas nas cidades históricas de Ouro Preto e Tiradentes na Estrada Real (MG), em termos de estratégia para a logística de suprimentos. No caso dos serviços relacionados ao turismo, o uso estratégico da logística permite alcançar diferenciais competitivos tanto no aspecto custos quanto na qualidade do atendimento. Através de pesquisa de campo, foram aplicados cartões aos empresários e gerentes dos estabelecimentos de pousadas nas regiões de Ouro Preto e Tiradentes, com base na técnica estatística multivariada Preferência Declarada. Os cartões constavam de alguns atributos que mostrariam a configuração preferida dos serviços de suprimentos. Os atributos investigados foram: prazo de atendimento, número de fornecedores, tamanho do lote, operações de suprimentos e forma de pedido. Os resultados indicaram que uma estratégia de forte impacto para as pousadas das regiões pesquisadas deveria contemplar política de redução da base de fornecedores.Palavras-chave: logística de suprimentos; logística para serviços; turismo; Minas Gerais.

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“…Travellers want a wide variety of unique, authentic, interactive and personalized experiences (Ellis & Rossman, 2008;Mossberg, 2007). This trend is linked to the idea of the experience economy, the shift in the source of economic value from commodities, to goods, to services, to experiences, is seen in the evolution of the tourism sector (Pine & Gilmore, 1999).…”

Section: Parks Vol 182 November 2012mentioning

confidence: 99%

Supporting the CBD Aichi Biodiversity Conservation Targets through park tourism: A case study of Parks Canada’s visitor experience programme

Jager¹,

Halpenny²

2012

PARKS

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A Marketing Approach to the Tourist Experience

Cited by 512 publications

References 46 publications

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Atributos estratégicos nas compras de estabelecimentos de hospedagens: estudo das pousadas de Ouro Preto e Tiradentes no roteiro turístico "Estrada Real"

Supporting the CBD Aichi Biodiversity Conservation Targets through park tourism: A case study of Parks Canada’s visitor experience programme

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