Tourist Experience Challenges: A Holistic Approach

Virginica Rusu, Cristian Rusu, Nicolás Matus, Federico Botella

Research output: Contribution to journalArticlepeer-review


Tourist experience (TX) has been covered by many studies. However, a consensus on the topic still needs to be reached in terms of its dimensions, factors, evaluation methods, and evaluation models. Moreover, the COVID-19 pandemic severely affected the tourism sector, and the post-pandemic era could bring about new challenges and opportunities, such as the growing awareness of the need for greener, more sustainable, and more balanced tourism. In this study, we consider TX a particular case of customer experience (CX) and an extension of the user experience (UX) concept. We conducted a systematic literature review addressing the concept of TX and reviewing articles published from 2012 to April 2023, indexed in two significant and relevant databases (Web of Sciences and Science Direct). We addressed research questions concerning (1) TX definition; (2) TX dimensions, attributes, and factors; (3) methods used to evaluate TX; and (4) the post-pandemic TX. We selected and thoroughly analyzed 167 articles. We analyze the TX concept, models, evaluation, and the post-pandemic context. We propose a holistic definition of TX and recommend ways to achieve its better analysis. Lessons learned during the COVID-19 pandemic may be helpful when dealing with future challenges and crises.

Original languageEnglish
Article number12765
JournalSustainability (Switzerland)
Issue number17
StatePublished - Sep 2023


  • COVID-19 post-pandemic tourist experience
  • customer experience
  • tourist experience
  • tourist experience evaluation
  • tourist experience model


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