Journal
JOURNAL OF DESTINATION MARKETING & MANAGEMENT
Volume 19, Issue -, Pages -Publisher
ELSEVIER
DOI: 10.1016/j.jdmm.2019.100408
Keywords
Tourism experiences; Trip journey; Moments-based measurement; Touchpoints; Journey mapping; Experience design; Tourism design
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This paper discusses the importance of understanding tourism experiences, summarizes research in psychology, economics, geography, marketing, and services management, and introduces new tools to help manage tourism experiences. The implications and directions of this new moments-based paradigm for designing tourism experiences are also discussed.
Understanding the nature of tourism experiences holds the key to effectively managing tourism destinations. Research in psychology, economics, geography, marketing and, more recently, services management, offers new insight into consumer experiences which are defined by moment-to-moment and as discreet (and summarized) events. This paper synthesizes this literature and then identifies emerging tools such as blueprinting and journey mapping which enable design solutions to better manage tourism experiences. Finally, the implications and directions of this new moments-based paradigm for designing tourism experiences are discussed.
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