Identifying Customer eXperience Touchpoints in Tourism on the Hotel Industry

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Understanding the customer experience is important for practitioners and researchers to recognize customer perceptions and responses when interacting with different products, systems, and/or services. To achieve this, it is necessary to identify each direct or indirect interaction between customers and organizations, which are called touchpoints. Recognizing touchpoints throughout the customer’s journey enables organizations to evaluate the customer experience and identify where to make improvements to satisfy customer needs. This research identifies several touchpoints through the different stages of interaction with the hotel industry (before, during, and after the stay). Based on the experience of the authors and comments obtained in an experiment, 13 touchpoints were discussed and analyzed with the aim of grouping them. Thus, 8 touchpoints were recognized: (1) search for information, (2) book a room, (3) check-in, (4) room stay, (5) visit common areas, (6) order & receive food, (7) check-out, and (8) report experience. Finally, a customer journey map was created to represent the customer experience in the hotel industry identifying stages, touchpoints, channels, and emotions.

Original languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationExperience Design and Social Network Analysis - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Science and Business Media Deutschland GmbH
Pages484-499
Number of pages16
ISBN (Print)9783030776251
DOIs
StatePublished - 2021
Externally publishedYes
Event13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duration: 24 Jul 202129 Jul 2021

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12774 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
CityVirtual, Online
Period24/07/2129/07/21

Keywords

  • Channels
  • Customer eXperience
  • Customer journey map
  • Hotel industry
  • Touchpoints
  • Tourism

Fingerprint

Dive into the research topics of 'Identifying Customer eXperience Touchpoints in Tourism on the Hotel Industry'. Together they form a unique fingerprint.

Cite this