Customer experience in tourism: A review of definitions, components, and measurements

@article{Godovykh2020CustomerEI,
  title={Customer experience in tourism: A review of definitions, components, and measurements},
  author={Maksim Godovykh and Asli D. A. Tasci},
  journal={Tourism Management Perspectives},
  year={2020},
  volume={35},
  pages={100694}
}
Abstract The concept of customer experience has received increasing attention in different disciplines. However, the pathway for handling experience has not been clearly set forth due to divergent conceptualizations and insufficient measures of customer experience. This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative… Expand

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