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Esmaeili Mahyari, Mostafa, غفاری, محمد, Irani, Hamid Reza, Ebrahimi, Elham. (1404). From “staged” to “personalized” experience, understanding the evolution of the customer experience in tourism. , (), -. doi: 10.22059/ijms.2025.375248.676704
Mostafa Esmaeili Mahyari; محمد غفاری; Hamid Reza Irani; Elham Ebrahimi. "From “staged” to “personalized” experience, understanding the evolution of the customer experience in tourism". , , , 1404, -. doi: 10.22059/ijms.2025.375248.676704
Esmaeili Mahyari, Mostafa, غفاری, محمد, Irani, Hamid Reza, Ebrahimi, Elham. (1404). 'From “staged” to “personalized” experience, understanding the evolution of the customer experience in tourism', , (), pp. -. doi: 10.22059/ijms.2025.375248.676704
Esmaeili Mahyari, Mostafa, غفاری, محمد, Irani, Hamid Reza, Ebrahimi, Elham. From “staged” to “personalized” experience, understanding the evolution of the customer experience in tourism. , 1404; (): -. doi: 10.22059/ijms.2025.375248.676704

From “staged” to “personalized” experience, understanding the evolution of the customer experience in tourism

Interdisciplinary Journal of Management Studies
مقالات آماده انتشار، پذیرفته شده، انتشار آنلاین از تاریخ 22 تیر 1404
نوع مقاله: Review article
شناسه دیجیتال (DOI): 10.22059/ijms.2025.375248.676704
نویسندگان
Mostafa Esmaeili Mahyari1؛ محمد غفاری2؛ Hamid Reza Irani* 3؛ Elham Ebrahimi4
1Business department, Faculty of management and accounting, college of Farabi
2گروه مدیریت،پردیس فارابی دانشگاه تهران،تهران،ایران
3College of Farabi, University of Tehran
4Associate professor, department of management, Institute for Humanities and Cultural Studies, Tehran
چکیده
While the literature on customer experience in tourism abounds with numerous review studies, the literature requires a comprehensive depiction of its evolution. Therefore, this study aims at presenting the conceptual and social structure of customer experience in tourism, highlighting its evolution and paradigm shifts over time. To achieve this goal, bibliometric and visualization techniques employed and applied to 1918 papers published between 1982 and 2023. Descriptive analyses are conducted to identify highly cited authors, countries, institutions, and articles within this field. Co-authorship analysis is employed depicting collaboration patterns among countries, and ultimately Keyword Co-occurrence is utilized illustrating three distinct periods of its evolution. The analysis show that measuring satisfaction or service quality evolved into understanding customer experience as an independent structure also dyadic relationship with stakeholders is replaced with touchpoints indicating interaction of all actors. Furthermore with advancement in technology, the role of these technology is fundamental in experiences of tourists.
کلیدواژه‌ها
customer experience؛ tourist experience؛ visitor experience؛ experiential marketing
آمار
تعداد مشاهده مقاله: 5





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