Understanding user needs and customer experience in tourism area

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

Abstract

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.

Original languageEnglish
Title of host publicationSocial 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
EditorsGabriele Meiselwitz
PublisherSpringer
Pages217-225
Number of pages9
ISBN (Print)9783030495756
DOIs
StatePublished - 2020
Externally publishedYes
Event12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020 - Copenhagen, Denmark
Duration: 19 Jul 202024 Jul 2020

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12195 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
CountryDenmark
CityCopenhagen
Period19/07/2024/07/20

Keywords

  • Customer eXperience
  • Customer needs
  • Touchpoints
  • Tourism

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