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Customer experience and tourist experience: what do we already know about them?

In: Handbook of Experience Science

Author

Listed:
  • Thouraya Gherissi Labben
  • Johan Burger

Abstract

Practitioners consider offering a superior customer experience (CX) as the main source of competitive advantage across sectors. However, in this era of significant transformation induced by the Fourth Industrial Revolution, technology advancements and sustainability awareness directly impact the business-to-customer relationship and, consequently, the customer experience as a construct. Therefore, this chapter aims to draw up an overview of what we already know about CX, and particularly CX in the tourism context, referred to in the chapter as tourist experience (TX). Based on a review of selected literature, this chapter first describes the significant transformations impacting the TX. It then explains the current research and knowledge related to the CX, focusing on the tourism sector. Finally, the chapter summarizes CX’s current limitations, challenges, and future developments.

Suggested Citation

  • Thouraya Gherissi Labben & Johan Burger, 2024. "Customer experience and tourist experience: what do we already know about them?," Chapters, in: Joseph S. Chen & Nina K. Prebensen & Muzaffer S. Uysal (ed.), Handbook of Experience Science, chapter 19, pages 262-281, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21746_19
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    File URL: https://www.elgaronline.com/doi/10.4337/9781803926902.00027
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