TY - GEN
T1 - Understanding user needs and customer experience in tourism area
AU - Rojas, Luis
AU - Quiñones, Daniela
AU - Rusu, Cristian
N1 - Publisher Copyright:
© Springer Nature Switzerland AG 2020.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020
Y1 - 2020
N2 - Customer eXperience (CX) is one of the most important factors among companies and organizations to gain a competitive advantage in the area of tourism. To achieve this leadership in this area, it is important that industries focus on understanding the needs of their different customers, because the needs that a customer has and expects to satisfy when using products, systems or services, are not the same than those of another customer. This research presents a review and analysis of several articles related to the customer experience regarding hotels, restaurants and airlines in the tourism area. We classified the needs into these three industries or sectors and for each of them, we present the customer’s needs in a general way and then highlight some of these needs for the different classifications as purpose of travel (business or leisure), type of traveler (solo, couple, family, or friends) and cultural differences.
AB - Customer eXperience (CX) is one of the most important factors among companies and organizations to gain a competitive advantage in the area of tourism. To achieve this leadership in this area, it is important that industries focus on understanding the needs of their different customers, because the needs that a customer has and expects to satisfy when using products, systems or services, are not the same than those of another customer. This research presents a review and analysis of several articles related to the customer experience regarding hotels, restaurants and airlines in the tourism area. We classified the needs into these three industries or sectors and for each of them, we present the customer’s needs in a general way and then highlight some of these needs for the different classifications as purpose of travel (business or leisure), type of traveler (solo, couple, family, or friends) and cultural differences.
KW - Customer eXperience
KW - Customer needs
KW - Touchpoints
KW - Tourism
UR - http://www.scopus.com/inward/record.url?scp=85088527179&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-49576-3_16
DO - 10.1007/978-3-030-49576-3_16
M3 - Conference contribution
AN - SCOPUS:85088527179
SN - 9783030495756
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 217
EP - 225
BT - Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing - 12th International Conference, SCSM 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings
A2 - Meiselwitz, Gabriele
PB - Springer
T2 - 12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
Y2 - 19 July 2020 through 24 July 2020
ER -