Identifying Customer eXperience Touchpoints in Tourism on the Hotel Industry

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

Resumen

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.

Idioma originalInglés
Título de la publicación alojadaSocial Computing and Social Media
Subtítulo de la publicación alojadaExperience Design and Social Network Analysis - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditoresGabriele Meiselwitz
EditorialSpringer Science and Business Media Deutschland GmbH
Páginas484-499
Número de páginas16
ISBN (versión impresa)9783030776251
DOI
EstadoPublicada - 2021
Publicado de forma externa
Evento13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duración: 24 jul 202129 jul 2021

Serie de la publicación

NombreLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volumen12774 LNCS
ISSN (versión impresa)0302-9743
ISSN (versión digital)1611-3349

Conferencia

Conferencia13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
CiudadVirtual, Online
Período24/07/2129/07/21

Huella

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