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Improving customer experience in tourism: A framework for stakeholder collaboration

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  • Gopalan, Ram
  • Narayan, Bindu

Abstract

Tourism represents a service industry replete with unique complexities since a tourist's overall experience is modulated by multiple stakeholders, e.g., immigration officials at airports, policy makers responsible for investment in transportation infrastructure and managers at various tourist attractions. Effective management of customer satisfaction in this service sector entails cross-functional collaboration and a transparent measurement scheme that clearly delineates the impact of each stakeholder's actions on overall customer experience. In this paper, we propose a simple conceptual framework for stakeholder collaboration in tourism. A four-phase customer experience measurement process is developed to prioritize resource allocation and to increase tourists' advocacy levels for a destination. The proposed measurement framework has wide applicability and can also be exercised in the context of other public sector services, e.g., mass transit systems. We illustrate the process using an empirical case study at Chennai, a tourist destination in India and provide a number of substantive insights that are valid for this destination.

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  • Gopalan, Ram & Narayan, Bindu, 2010. "Improving customer experience in tourism: A framework for stakeholder collaboration," Socio-Economic Planning Sciences, Elsevier, vol. 44(2), pages 100-112, June.
    • Handle: RePEc:eee:soceps:v:44:y:2010:i:2:p:100-112
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    1. Kincses, Áron & Tóth, Géza & Tömöri, Mihály & Michalkó, Gábor, 2017. "Characteristics of transit tourism in Hungary with a focus on expenditure," MPRA Paper 76854, University Library of Munich, Germany.
    2. Pardo-García, C. & Coll-Serrano, V. & Rausell-Köster, P. & Pérez Bustamante-Yábar, D., 2018. "Cultural attitudes and tourist destination prescription," Annals of Tourism Research, Elsevier, vol. 71(C), pages 59-61.
    3. Erdogan Koc, & Aybeniz Akdeniz Ar, & Gulnil Aydin, 2017. "The Potential Implications Of Indulgence And Restraint On Service Encounters In Tourism And Hospitality," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 6(3), pages 1-11, august.
    4. Francesco Scotti & Andrea Flori & Piercesare Secchi & Marika Arena & Giovanni Azzone, 2024. "Heterogeneous drivers of overnight and same-day visits," Papers 2402.05679, arXiv.org.
    5. María Magdalena Solís-Radilla & Lucio Hernández-Lobato & Luis Jose Callarisa-Fiol & Héctor T. Pastor-Durán, 2019. "The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences," Sustainability, MDPI, vol. 11(15), pages 1-23, July.
    6. Claudia E Henninger & Caroline Foster & Panayiota J Alevizou & Chris Frohlich, 2016. "Stakeholder engagement in the city branding process," Place Branding and Public Diplomacy, Palgrave Macmillan, vol. 12(4), pages 285-298, November.

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