From Creation to Consumption: Understanding the Components of Memorable Tourism Experiences
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School of Business |
Bachelor's thesis
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Authors
Date
2024
Department
Major/Subject
Mcode
Degree programme
Markkinointi
Language
en
Pages
38
Series
Abstract
This bachelor’s thesis explores the multifaceted concept of customer experience (CX) within the tourism industry, integrating co-creation and social media to enrich understanding and practical applications. Drawing on the Total Customer Experience model (Godovykh & Tasci, 2020), the study explains the cognitive, affective, sensory, and conative dimensions of CX across pre-, during-, and post-consumption phases. The paper reviews existing literature on customer experience in tourism, utilizing bibliometric analysis to identify and synthesize relevant studies. Theoretical contributions lie in the incorporation of co-creation and social media dynamics into the TCX model, emphasizing their pivotal roles in shaping tourist behaviour and perceptions. Practical implications offer actionable strategies for tourism practitioners to enhance CX through collaborative co-creation processes, strategic social media engagement, and sensory-rich experiences.Description
Thesis advisor
Blakaj, HedonKeywords
customer experience, tourism, co-creation, social media, components