<< Back

DR. BHUVANESH KUMAR SHARMA

Title: Determinants of customer experience management and its impact on experience quality in the tourism industry in India
Authors: Vimal Kamleshkumar Bhatt; Bhuvanesh Kumar Sharma Journal: International Journal of Business and Globalisation, Vol.30 No.1 Publication date: 2022 Publisher: Inderscience URL: click here Abstract The tourism sector is witnessing a growing trend and with an increase in demand for consumer's desire for the highest levels of customer service and a full range of travel experiences that combine first class conveyance, excellent accommodation and location, gourmet dining, outstanding entertainment and superior relaxation. Increased share of tourism in consumer spending is leading marketing practitioners to the recognition of influence on the customer experiences and its impact on service quality. Because of rapidly evolving customer demand for overall travel services in an intensely competitive environment, it has become very important to understand, analyse and construct customer experience to provide and improve the service quality, which in turn will improve the overall customer satisfaction leading to loyalty. This research initially employs explanatory research to investigate the customer experience management in the tourism industry. Later, a conceptual framework was constructed based on the existing body of knowledge available and was tested using a survey of a judgemental sample of 600 consumers especially those who have travelled recently. Structural equation modelling was employed to test the proposed model. This paper tries to critically evaluate the relationship between customer experience management practices and experience quality.

Title: Determinants of customer experience management and its impact on experience quality in the tourism industry in India

Authors: Vimal Kamleshkumar Bhatt; Bhuvanesh Kumar Sharma

Journal: International Journal of Business and Globalisation, Vol.30 No.1

Publication date: 2022

Publisher: Inderscience

URL: click here

Abstract

The tourism sector is witnessing a growing trend and with an increase in demand for consumer's desire for the highest levels of customer service and a full range of travel experiences that combine first class conveyance, excellent accommodation and location, gourmet dining, outstanding entertainment and superior relaxation. Increased share of tourism in consumer spending is leading marketing practitioners to the recognition of influence on the customer experiences and its impact on service quality. Because of rapidly evolving customer demand for overall travel services in an intensely competitive environment, it has become very important to understand, analyse and construct customer experience to provide and improve the service quality, which in turn will improve the overall customer satisfaction leading to loyalty. This research initially employs explanatory research to investigate the customer experience management in the tourism industry. Later, a conceptual framework was constructed based on the existing body of knowledge available and was tested using a survey of a judgemental sample of 600 consumers especially those who have travelled recently. Structural equation modelling was employed to test the proposed model. This paper tries to critically evaluate the relationship between customer experience management practices and experience quality.

Name	Designation
Mr. Anand Singh	Administrative Officer
Ms. Jagriti Partho Goswami	Office Superintendent
Mr. Prasanna Pendke	Sr. Supervisor
Mr. Amit Marathe	Sr. Supervisor
Mr. Prakash D Karkar	Supervisor
Mr. Amit Shinde	Supervisor
Ms. Supriya Rahalkar	Supervisor
Ms. Poorva Zende	Supervisor
Mr. Ritesh Gaikwad	Supervisor
Mr. Yogesh S. Mane	Sr. Coordinator
Ms. Rucha Desai	Sr. Coordinator
Ms. Roma Kale	Sr. Coordinator
Ms. Deepti Gokhale	Sr. Coordinator
Ms. Margaret Dsouza	Sr. Coordinator
Mr. Prasad Bonde	Coordinator
Ms. Anuja Joshi	Coordinator
Mr. Pradeep Chaveria	Coordinator
Mr. Vishal Yadav	Coordinator
Mr. Rohit Rane	Assistant Coordinator
Ms. Shilpa Ravalallu	P.A.to Director
Mr. Abhishek Kudale	Office Assistant
Mr. Rajesh Bagewadi	Network Engineer
Ms. Saee H. Gokhale	Sr .Lab Instructor
Mr. Nilesh S Kadam	Lab Instructor
Mr. Sumit Bhoinkar	Accountant
Mr. Avadhoot Joshi	Accountant
Ms. Shital Balkawade	Sr. Accounts Assistant
Ms. Deepti Velhal	Deputy Accountant
Mr. Mukesh Thopate	Office Attendant
Mr. Ashok Mankar	Office Attendant
Mr. Puran Walmiki	Sr. Office Attendant
Mr. Kailash Shinde	Sr. Office Attendant
Mr. Vasant Shitole	Sr. Office Attendant
Mr. Sanjay Takle	Sr. Office Attendant
Mr. Aniket Gugale	Office Attendant
Mr. Ravindra Supe	Office Attendant
Mr. Sagar Mengade	Driver cum Office Attendant