Please use this identifier to cite or link to this item:
http://bura.brunel.ac.uk/handle/2438/26613
Title: | Embracing the paradox of customer experiences in the hospitality and tourism industry |
Authors: | Zhou, D Marvi, R Foroudi, P |
Keywords: | customer experience;hospitality and tourism;paradox;bibliometric analysis;touristic consumption;tourist experience |
Issue Date: | 6-Jul-2023 |
Publisher: | Wiley |
Citation: | Zhou, G., Marvi, R. and Foroudi, P. (2023) 'Embracing the Paradox of Customer Experiences in the Hospitality and Tourism Industry', International Journal of Management Reviews, 26 (2), pp. 163 - 186. doi: 10.1111/ijmr.12343. |
Abstract: | This paper aims to re-evaluate the customer experience literature in the hospitality and tourism (H&T) domain by employing a paradox lens and constructing a model for future research direction and practitioners. Using two co-citation analysis methods—a hierarchical cluster analysis and a multidimensional scaling analysis—to investigate 312 customer experience papers from the leading H&T journals with 22.124 citations over the 44-year period (1987–2021), we identified five knowledge foundations that have made up the intellectual structure of customer experience in H&T: experiential consumption, authenticity, memorability, place branding, and service. This result reveals the dualistic representations of the paradoxical character of customer experience including authentic/fantastical, structured/unstructured, branded/ecological, and bubbled/exposed. Based on this finding, this study developed a framework for scholars and marketers to reveal different approaches to managing the tensions between paradoxes. |
Description: | Supporting Information is available online at: https://onlinelibrary.wiley.com/doi/10.1111/ijmr.12343#support-information-section . |
URI: | https://bura.brunel.ac.uk/handle/2438/26613 |
DOI: | https://doi.org/10.1111/ijmr.12343 |
ISSN: | 1460-8545 |
Other Identifiers: | ORCID iD: Dongmei Zha https://orcid.org/0000-0002-4886-1278 ORCID iD: Pantea Foroudi https://orcid.org/0000-0003-4000-7023 |
Appears in Collections: | Brunel Business School Research Papers |
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