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DC Field | Value | Language |
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dc.contributor.author | Zhou, D | - |
dc.contributor.author | Marvi, R | - |
dc.contributor.author | Foroudi, P | - |
dc.date.accessioned | 2023-06-07T11:32:40Z | - |
dc.date.available | 2023-06-07T11:32:40Z | - |
dc.date.issued | 2023-07-06 | - |
dc.identifier | ORCID iD: Dongmei Zha https://orcid.org/0000-0002-4886-1278 | - |
dc.identifier | ORCID iD: Pantea Foroudi https://orcid.org/0000-0003-4000-7023 | - |
dc.identifier.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. | en_US |
dc.identifier.issn | 1460-8545 | - |
dc.identifier.uri | https://bura.brunel.ac.uk/handle/2438/26613 | - |
dc.description | Supporting Information is available online at: https://onlinelibrary.wiley.com/doi/10.1111/ijmr.12343#support-information-section . | - |
dc.description.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. | - |
dc.format.extent | 163 - 186 | - |
dc.format.medium | Print-Electronic | - |
dc.language.iso | en_US | en_US |
dc.publisher | Wiley | en_US |
dc.rights | Copyright © 2023 The Authors. International Journal of Management Reviews published by British Academy of Management and John Wiley & Sons Ltd. This is an open access article under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits use, distribution and reproduction in any medium, provided the original work is properly cited. | - |
dc.rights.uri | https://creativecommons.org/licenses/by/4.0/ | - |
dc.subject | customer experience | en_US |
dc.subject | hospitality and tourism | en_US |
dc.subject | paradox | en_US |
dc.subject | bibliometric analysis | en_US |
dc.subject | touristic consumption | en_US |
dc.subject | tourist experience | en_US |
dc.title | Embracing the paradox of customer experiences in the hospitality and tourism industry | en_US |
dc.type | Article | en_US |
dc.identifier.doi | https://doi.org/10.1111/ijmr.12343 | - |
dc.relation.isPartOf | International Journal of Management Reviews | - |
pubs.issue | 2 | - |
pubs.publication-status | Published | - |
pubs.volume | 26 | - |
dc.identifier.eissn | 1468-2370 | - |
dc.rights.license | https://creativecommons.org/licenses/by/4.0/legalcode.en | - |
dc.rights.holder | John Wiley & Sons Ltd. | - |
dc.rights.holder | The Authors | - |
Appears in Collections: | Brunel Business School Research Papers |
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FullText.pdf | Copyright © 2023 The Authors. International Journal of Management Reviews published by British Academy of Management and John Wiley & Sons Ltd. This is an open access article under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits use, distribution and reproduction in any medium, provided the original work is properly cited. | 1.03 MB | Adobe PDF | View/Open |
This item is licensed under a Creative Commons License