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DR. VIMAL BHATT

Title:Determinants of Customer Experience Management and Its Impact on Experience Quality in Tourism Industry in IndiaYear: 2021
Authors: Vimal Bhatt, Bhuvanesh Kumar Sharma Journal: International Journal of Business and Globalisation Publication date: 2021 Publisher: Inderscience URL: click here Abstract The tourism sector is witnessing a growing trend and with an increase in demand for consumers desire for 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, analyze 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 tourism industry. Later, a conceptual framework was constructed based on the existing body of knowledge available and was tested using a survey of a judgmental 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 Tourism Industry in IndiaYear: 2021

Authors: Vimal Bhatt, Bhuvanesh Kumar Sharma
Journal: International Journal of Business and Globalisation
Publication date: 2021
Publisher: Inderscience
URL: click here

Abstract

The tourism sector is witnessing a growing trend and with an increase in demand for consumers desire for 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, analyze 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 tourism industry. Later, a conceptual framework was constructed based on the existing body of knowledge available and was tested using a survey of a judgmental 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.

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