Customer experience is a key marketing concept, yet the growing number of studies focused
on this topic has led to considerable fragmentation and theoretical confusion. To move the …

The analysis and implementation of mass customization (MC) systems has received growing
consideration by researchers and practitioners since the late 1980s. In this paper we update …

Customer support service is emerging as a vital component of superior customer
experiences; nonetheless, it is often considered a post-purchase touchpoint. A dearth of …

Many global tourist destinations have experienced growth in arrivals. This has triggered
various conflicts in destinations and sparked debates as to how to deal with what is …

This study explores effects of participation, namely co-creation and mastering, on the
perceived value of consumers' experience and satisfaction. Co-creation comprises both …

This article focuses on two under-researched areas of tourism management–the
management of music festivals, and the influence of social media on customer relationships …

This article discusses the concomitant processes of increasing familiarisation,
responsiveness and responsibility that digital technology enables in the realm of tourism …

Consumer brand preference is an essential step towards understanding consumer choice
behaviour, and has therefore always received great attention from marketers. However, the …

The role of emotions in hedonic service settings is well established, but their role in
utilitarian service settings has received scant attention. This research attempts to fill this gap …

The notion of creating rich and memorable experiences for consumers constitutes a
prevalent concept in the tourism industry. With the proliferation of destination choices and …