Title

Delivering quality and memorable tourism experience

Document Type

Article

Source of Publication

The Routledge Handbook of Tourism Experience Management and Marketing

Publication Date

5-18-2020

Abstract

The role of service quality has become crucial for contemporary tourism destinations due to the rapidly changing business environment. It is therefore important to delineate quality experience drivers, outcomes, and methods to be followed to forecast and evaluate current and future memorable experience. Hence, understanding quality experience, its drivers and outcomes is vital, especially when experiences are at the core of all tourism offerings. The chapter starts with a discussion on the different dimensions of service quality. The second part of the chapter examines how service quality and customer satisfaction are influencing the industry. Finally, a case study is presented highlighting dimensions and outcomes of experiential quality relating to the visitors of Port wineries.

ISBN

9780429203916,9780367196783

First Page

313

Last Page

322

Disciplines

Business

Scopus ID

85106373691

Indexed in Scopus

yes

Open Access

no

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