The Creation and Delivery of Experiential Value in Hospitality

Abstract

In marketing literature, notions of experience and consumer value have continuously been revisited since early works in the 1980s. This chapter deals with how tourism services are a paradigmatic realm for the analysis and application of the experiential approach by (a) providing evidence of the idiosyncrasy of the experiential approach for tourism services based on their high subjectivity, the relevance of emotions and sensations, their aggregated nature and the many interactions and contexts they provoke, and (b) reviewing previous works applying the experiential perspective to tourism, which are varied and multifaceted. Dimensions of tourism experiential value correspond to cognitive, affective, relational and sensorial aspects, which are present in the various phases of the tourism consumption process. Insights for both researchers and practitioners interested in the world of experiences in tourism are offered, as well as future lines of research to continue the challenge of studying tourism experiences.

Citation

Gallarza, M.G. and Velasco, N.d.D. (2018), "The Creation and Delivery of Experiential Value in Hospitality", Camilleri, M.A. (Ed.) Tourism Planning and Destination Marketing, Emerald Publishing Limited, Leeds, pp. 25-47. https://doi.org/10.1108/978-1-78756-291-220181002