Odysseys: analysing service journeys from the customer’s perspective
- 1 December 2000
- journal article
- Published by Emerald Publishing in Managing Service Quality: An International Journal
- Vol. 10 (6) , 389-396
- https://doi.org/10.1108/09604520010351202
Abstract
This paper studies tourism‐related service processes from the customer’s perspective, acknowledging the extraordinary and hedonic nature of these offerings. Instead of looking at a chronological journey of different service phases, the entire tourist experience is analysed in a socio‐cultural context. By revealing this deeper context, the study provides an alternative explanation of customers’ perceptions of tourism destinations and service providers.Keywords
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