Experience management in hospitality and tourism: reflections and implications for future research

AGAPITO, Dora and SIGALA, Marianna (2024). Experience management in hospitality and tourism: reflections and implications for future research. International Journal of Contemporary Hospitality Management, 36 (13), 57-76.

Sigala-ExperienceManagementHospitality(VoR).pdf - Published Version
Creative Commons Attribution.

Download (1MB) | Preview
Official URL: https://www.emerald.com/insight/content/doi/10.110...
Open Access URL: https://www.emerald.com/insight/content/doi/10.110... (Published version)
Link to published version:: https://doi.org/10.1108/ijchm-11-2023-1722


Purpose – This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management. Design/methodology/approach – The study adopts a critical and reflective approach for providing future directions of experience research. Three major fields are identified to discuss advances, challenges and opportunities in experience research: conceptualization and dimensions of experiences; relational network for experience management; and theoretical and methodological approaches. Findings – The paper proposes a mindset shift to guide experience research, but also to redirect and research thinking and managerial practices about the role of experiences in the economy and society. This proposed humanized perspective to experience research and management is deemed important given the contemporary socio-economic, environmental and technological challenges of the environment. Research limitations/implications – This paper identifies a set of theoretical and managerial implications to help scholars and professionals alike to implement the humanized perspective to experience research. Implications relate to conceptualization, relational network and theoretical and methodological approaches in experience research. Originality/value – This study critically assesses research challenges and opportunities around customer experience management (CEM) in H&T contexts. This reflective and critical look at customer experiences not only informs future research for advancing knowledge and practice but also proposes a mindset shift about the role and nature of CEM in the society and economy.

Item Type: Article
Uncontrolled Keywords: 1504 Commercial Services; 1505 Marketing; 1506 Tourism; Sport, Leisure & Tourism; 3504 Commercial services; 3506 Marketing; 3508 Tourism
Identification Number: https://doi.org/10.1108/ijchm-11-2023-1722
Page Range: 57-76
SWORD Depositor: Symplectic Elements
Depositing User: Symplectic Elements
Date Deposited: 22 May 2024 09:37
Last Modified: 22 May 2024 09:45
URI: https://shura.shu.ac.uk/id/eprint/33745

Actions (login required)

View Item View Item


Downloads per month over past year

View more statistics