Value creation and knowledge development in tourism experience encounters

@inproceedings{Srensen2015ValueCA,
  title={Value creation and knowledge development in tourism experience encounters},
  author={Flemming S{\o}rensen and Jens Friis Jensen},
  year={2015}
}
It has been argued that service encounters between front-line employees and users support the development of knowledge about users' needs. However, the potential for this often remains unused, not least in tourism. This article argues that if tourism service encounters are changed into ‘experience encounters’ by integrating them into the tourism experience to which they are related, this will create added experiential value for tourists and increase the creation of knowledge about users. This… CONTINUE READING

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