The Routledge Handbook of Tourism Experience Management and Marketing

Introduction

PART I Tourism experience: theories, structure and frameworks

1. Conceptualizations of tourism experience

Jon Sundbo and Saurabh Kumar Dixit

2. A systematic review of the tourism experience research from 2009 to 2018

Drita Kruja and Elvisa Drishti

3. Key drivers of tourism experience
   Fabrizio Ferrari
4. Typology of tourism experience

Bert Smit and Frans Melissen

5. Customer experience in tourism: an overview

Girish Prayag, Samuel Spector and Jörg Finsterwalder

6. The role and measurement of emotion in tourism experiences

Girish Prayag

7. The essence of memorable experience

Mariana de Freitas Coelho and Marlusa de Sevilha Gosling

8. Service employees and customer experience

Poh Theng Loo

9. Relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and loyalty

Keith Mandabach

10. Tourism and the experience economy: a critique?

Roy C. Wood

PART II Crafting tourism experiences

11. Understanding the experience design process

Bert Smit and Frans Melissen

12. Experiential choice in tourism

Jens Friis Jensen and Jon Sundbo

13. The service experiencescape

Melissa A. Baker and Kawon Kim

14. Exploring image, perception and motivation in tourism experience

Brian Kee Mun Wong and Christy Yen Nee Ng

15. Learning through extraordinary tourism experiences

Eva Maria Jernsand and Sandhiya Goolaup

16. Resident-driven city hospitality design and delivery

Karoline Wiegerink and Jan Huizing

17. Experiential heritage tourism designing in the United Arab Emirates

Joanna Seraphim and Farooq Haq

18. Trends in experience design: strategies for attracting millennials to wineries in Victoria, Australia

Paul Strickland, Jennifer Laing, Warwick Frost and Kim M. Williams

19. The role of themes and stories in tourism experiences

Lee Jolliffe and Pairach Piboonrungroj

20. Understanding performativity and embodied tourism experiences in animal-based tourism in the Arctic

Minni Haanpää and José-Carlos García-Rosell

21. Experiential dissonance

Jon Sundbo

PART III Marketing tourism experiences

22. Traditional versus experiential marketing in tourism

Valentina Della Corte and Giovanna Del Gaudio

23. Marketing approach to the tourist experience

Kuan-Huei Lee

24. Experiential marketing for tourism destinations

Raouf Ahmad Rather and Linda D. Hollebeek

25. Relationship marketing: a consumer experience perspective

Christy Yen Nee Ng and Brian Kee Mun Wong

26. Interpreting relationships among Oktoberfest tourists’ experiences and perceived value, overall satisfaction and loyalty behaviors for better marketing strategy decisions

Robert J. Harrington, Michael C. Ottenbacher, Burkhard von Freyberg, Alexandros Paraskevas and Laura Schmidt

27. Delivering quality and memorable tourism experience

Anestis K. Fotiadis and Anastasia Ef. Spyridou

28. Marketing gastronomic tourism experiences

Saurabh Kumar Dixit

29. Managing brand experience and reputation in the hotel business

Hanım Kader Şanlıöz–Özgen and Metin Kozak

30. Managing service failure and recoveries

Kawon Kim and Melissa A. Baker

31. Dark tourism: negative experiences as part of modern tourism

Dinesh Kumar and Punam Gupta

PART IV Technology enabled tourism experiences

32. Sharing economy and tourism experience

Adam Pawlicz

33. An exploration of experiential travel behavior during the traveler journey

Roberta Minazzi

34. Co-construction of the tourist experience via social networking sites

Sabrina Seeler and Heike Schänzel

35. Technologies for enhancing wine tourism experience

Roberta Garibaldi and Fabiola Sfodera

36. Pictures, colors and emotions: shaping the UK’s e-tourism experience

Anke Schneider, Wilhelm Loibl and Ann Hindley

37. Managing tourist experience through social media: evidence from South Korea

Yeonjung (Alice) Kang and Tiffany S. Legendre

38. Virtual reality, augmented reality and tourism experience

Sandra Maria Correia Loureiro

PART V Sustainable tourism experience

39. Sustainable tourism and the visitor experience

Frans Melissen and Bert Smit

40. Rethinking sustainable tourism through identity decomposition: the stratification of the intensifying factors of the tourism experience

António Sérgio Araújo de Almeida

41. Developing rural tourism through co-creation of sustainable tourist experiences

Jennifer Chan Kim Lian

42. Towards green loyalty: driving from green experiential quality, green emotional attachment, green image, green switching experience, and green experiential satisfaction

Hung-Che Wu and Guo-Wei Chen

43. Guest and host relationship in tourism experience building: rising issue of sustainability

Rashmi Ranjan Choudhury and Saurabh Kumar Dixit

PART VI Emerging avenues of tourism experience and co-creation

44. Co-creation of tourism experiences: a conceptual framework

Mine Inanc and Metin Kozak

45. Co-creation of tourism experience through service-dominant logic

Xiang Ying Mei

46. Place-based business models of value creation in tourism: case of the Albergo Diffuso

Francesco Raggiotto, Cristiana Compagno and Michela C. Mason

47. Chinese meaning of face in Arctic Norway: cultural co-creation for tourist experiences

Yan Zhang and Young-Sook Lee

48. The emotional labor of the co-created tourism experience

Richard Ek, Anne Hardy, Mia Larson and Can-Seng Ooi

49. Tourism experience and destination competitiveness

Abijith Abraham and Saurabh Kumar Dixit

50. Senior tourism and customer experience: links and opportunities

Adela Balderas-Cejudo and George W. Leeson

51. Crisis management and tourism experiences

Adiyukh Berbekova and Melissa A. Baker

52. Conclusion: some reflections on experiential tourism management and marketing

Biography

Saurabh Kumar Dixit, PhD is an Associate Professor and Head of the Department of Tourism and Hotel Management, North-Eastern Hill University, Shillong (Meghalaya), India. He holds a Bachelor’s degree in Hotel Management and Catering Technology, a Master’s degree in Tourism Management, and a Doctorate (PhD) in Hotel Management. His research interests include Consumer Behavior, Gastronomic Tourism, Service Marketing, Experience Management, and Marketing in hospitality and tourism contexts. He has worked more than 20 years in a number of Indian universities and educational institutes and successfully completed different research projects relating to hospitality and tourism management. He has 11 books to his credit including The Routledge Handbook of Consumer Behavior in Hospitality and Tourism and The Routledge Handbook of Gastronomic Tourism. He can be contacted at [email protected].

“Filled with thoughtful pieces penned by writers from around the world, this handbook covers a variety of topics focusing on theoretical as well as practical facets of tourism experience management and marketing. The topics covered range from traditional frameworks for designing, delivering and managing tourism experiences to more current and emerging topics such as co-creating tourism experiences with customers and using technological advances to enhance and promote tourism experiences. This volume is a valuable resource for tourism researchers and practitioners.”
A. Parasuraman, Professor of Marketing and Holder of the James W. McLamore Chair, University of Miami, USA

“The Routledge Handbook of Tourism Experience Management and Marketing represents an unparalleled collection of thoughtful contributions to the advancement of experience thinking. It will prove an invaluable resource not only within the tourism industry, but for any experience-focused professional, as many of the models, metrics, design considerations, and technology twists put forth provide insights applicable to any experience-minded business. Indeed, in the Experience Economy – where time is the currency of consumption – all customers are tourists; and this volume helps set the agenda as enterprises compete to offer compelling places to spend their time.”
B. Joseph Pine II & James H. Gilmore, co-authors of The Experience Economy: Competing for Time, Attention, and Money

“The Routledge Handbook of Tourism Experience Management and Marketing provides comprehensive coverage of recent experience research and thinking. The handbook provides 52 chapters from authors from around the world. Sections of the handbook that are of topical interest include designing experiences, technology-enabled experiences, and sustainable tourism experiences. The chapters cover experience in diverse contexts such as hospitality, attractions, gastronomy, travel, and accommodation. Theoretical, methodological and empirical chapters include international case studies. This edited book is a timely collection providing the state of the art of management and marketing of tourism experiences.”
Noel Scott, Professor of Tourism Management, Sustainability Research Centre, University of the Sunshine Coast, Australia