Abstract
This paper aims to re-evaluate the customer experience literature in the hospitality and tourism (H&T) domain by employing a paradox lens and constructing a model for future research direction and practitioners. Using two co-citation analysis methods—a hierarchical cluster analysis and a multidimensional scaling analysis—to investigate 312 customer experience papers from the leading H&T journals with 22.124 citations over the 44-year period (1987-2021), we identified five knowledge foundations that have made up the intellectual structure of customer experience in H&T: experiential consumption, authenticity, memorability, place branding, and service. This result reveals the dualistic representations of the paradoxical character of customer experience including authentic/fantastical, structured/unstructured, branded/ecological, and bubbled/exposed. Based on this finding, this study developed a framework for scholars and marketers to reveal different approaches to managing the tensions between paradoxes.
| Original language | English |
|---|---|
| Number of pages | 24 |
| Journal | International Journal of Management Reviews |
| Early online date | 6 Jul 2023 |
| DOIs | |
| Publication status | E-pub ahead of print - 6 Jul 2023 |
Bibliographical note
Copyright © 2023 The Authors. International Journal of Management Reviews published by British Academy of Management and John Wiley & Sons Ltd.This is an open access article under the terms of the Creative Commons Attribution-NonCommercial License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited and is not used for commercial purposes.
Keywords
- customer experience, hospitality and tourism, paradox, bibliometric analysis, touristic consumption, tourist experience