Contemporary Approaches Studying Customer Experience in Tourism Research

Dhouha Jaziri is Senior Lecturer at University of Sousse, FsegSo, Tunisia. She holds a PhD in Marketing from ISG Tunis (2015). Her research concerns mainly customer experience, tourism management, customer knowledge management, innovation, digital marketing, and customer brand engagement.Raouf Ahmad Rather (Ph.D) is listed on Stanford University’s Top 2% of Scientists (2021), global scientific-researcher and research/guest faculty at University of Kashmir, India. His research interests centre on co-creation, customer engagement, customer experience, service innovation, customer loyalty and tourism crises/pandemic.

• PART I. THEORETICAL FOUNDATIONS Chapter 1. Re-addressing the Consumption Experience, Customer Experience and Consumer Value : A Happy Marriage Blessed by Introspective Approach in Tourism field; Dhouha Jaziri and Raouf Ahmad Rather Chapter 2. Customer Experience in Tourism and Hospitality: What do we know and what should we know? Insights from a Bibliometric Analysis; Mohsin Abdur Rehman, Eeva-Liisa Oikarinen, and Mari Juntunen PART II. METHODOLOGICAL DEVELOPMENT - FROM INTERPRETIVE, INTEGRATIVE TO ORGANIZATIONAL APPROACHES STUDYING CX Chapter 3. Calling on Autohermeneutic Phenomenology to delve into the deeper levels of Experience; Yasin Sahhar, Raymond Loohuis, and Jörg Henseler Chapter 4. A Netnographic Approach on Cyber -Customer Experience in Online Visitor Attractions; Narjess Aloui and Imen Sdiri Chapter 5. Measuring Affective Components of Customer Experience: Conceptual and Methodological Issues; Maksim Godovykh Chapter 6. Customer Experiential Knowledge-Process Competence in driving Experience-based Innovation: An Ethnography Lens in Well-being Tourism; Dhouha Jaziri and Raouf Ahmad Rather Chapter 7. The EA-Approach; A Customer-Centered Management System to Produce, Manage and Assess Relevant Experiences for the Hospitality and Tourism Industry; Mats Carlbäck PART III. A PROCESS VIEW OF CX THROUGH TOURISM JOURNEY AND MEMORABLE TOURISM EXPERIENCE Chapter 8. Memorable Digital Tourism Experience: Utilization of Emotions and Sensory Stimuli with Service-Dominant Logic; Nila Armelia Windasari, Halim Budi Santoso, and Jyun-Cheng Wang Chapter 9. Memorable Experiences of Tourists Who Participate in Tea Tourism: Turkey Sample; Suat Akyürek and Özcan Özdemir PART IV. NOMOLOGICAL NETWORK OF CX ACROSS TOURISM TYPES Chapter 10. How to engage young adults in contemporary arts? A Reflection on the Aesthetic Experience and its impact on Cultural Tourism; Elena Proietti and Michela Addis Chapter 11. Film-Induced Tourism: A Consumer Perspective; Omid Oshriyeh and Antonella Capriello Chapter 12. The Power of Price and Quality to explain Customer Satisfaction through Spatial Analysis; María Illescas Manzano, Sergio Martínez Puertas, and Manuel Sánchez Pérez Chapter 13. Unveiling the Customer Experience-Loyalty Nexus in Tourism during Crises; Raouf Ahmad Rather and Dhouha Jaziri