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Article
Publication date: 30 April 2024

Dora Agapito and Marianna Sigala

This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research…

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Abstract

Purpose

This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management.

Design/methodology/approach

The study adopts a critical and reflective approach for providing future directions of experience research. Three major fields are identified to discuss advances, challenges and opportunities in experience research: conceptualization and dimensions of experiences; relational network for experience management; and theoretical and methodological approaches.

Findings

The paper proposes a mindset shift to guide experience research, but also to redirect and research thinking and managerial practices about the role of experiences in the economy and society. This proposed humanized perspective to experience research and management is deemed important given the contemporary socio-economic, environmental and technological challenges of the environment.

Research limitations/implications

This paper identifies a set of theoretical and managerial implications to help scholars and professionals alike to implement the humanized perspective to experience research. Implications relate to conceptualization, relational network and theoretical and methodological approaches in experience research.

Originality/value

This study critically assesses research challenges and opportunities around customer experience management (CEM) in H&T contexts. This reflective and critical look at customer experiences not only informs future research for advancing knowledge and practice but also proposes a mindset shift about the role and nature of CEM in the society and economy.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 13
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 18 October 2021

Chung Shing Chan, Birgit Pikkemaat, Dora Agapito and Qinrou Zhou

This paper aims to present the host experience of student hosts in Hong Kong, a popular educational destination for international students from mainland China and other countries…

518

Abstract

Purpose

This paper aims to present the host experience of student hosts in Hong Kong, a popular educational destination for international students from mainland China and other countries. This study examines the interconnection between the experience-based and sociocultural dimensions of visiting friends and relatives (VFR) travel, considering the overall host experience, the host–guest relationship and post-hosting changes in perception of both the VFR experience and destination.

Design/methodology/approach

This research adopts a qualitative approach to compare the experience-based and sociocultural dimensions of VFR travel considering international university students as VFR hosts in Hong Kong, taking a student sample from both mainland Chinese and overseas students. Based on a voluntary sampling approach, the research team had face-to-face interviews with the students that agreed to participate. The interviews were conducted voluntarily and anonymously and included those students who had hosted any friends or relatives in the past 12 months. A total of 26 interviews were successfully completed, including 10 mainland Chinese and 16 non-mainland Chinese students.

Findings

The results confirm that the VFR host experience is generally shaped by an integration of internal characteristics (sociocultural characteristics of both hosts and visitors) and external environment (urban infrastructure and tourism resources). The two groups distinctively express their host experience that shows some areas of cultural barriers and geographical proximity.

Research limitations/implications

The limitations of this research mainly lie on its relatively small sample size because of constraints in accessing the contact information of international students across universities. These shortcomings should be improved by adopting a research design that uses other sampling approaches, such as snowball sampling, to include a wider scope of students from different local universities, or convenience sampling, to interview and compare responses of international students from various educational destinations. Alternative data sources may be considered, for example, through user-generated contents from online and social media platforms that contain sharing of students as hosts.

Practical implications

The geographical and cultural proximities influence VFR tourism development and social construction of values and the consequent hosting behaviour. The unique role of international students should be further explored, especially in the Asian context. The outcome of VFR travel must be evaluated and studied more from cultural and personal dimensions than economic gain, which should be relevant to host perspective such as improved quality of life, social ties and place attachment and psychological benefits. The changing risk perception caused by the COVID-19 pandemic may be examined through some forms of travel intention.

Social implications

Firstly, the destination marketing organisations of the educational destination should address the difficulty faced by student hosts in terms of external attributes such as local culture, urban infrastructure, tourism resources and information accessibility. Secondly, to target the hosts, some specific VFR-related products and services may be developed for international students through local tertiary institutions such that the role of hosts as ambassadors can be facilitated and enhanced. Thirdly, the functional role of international students can be distinctive based on their unique network, activities and knowledge constructed upon learning during the period of education.

Originality/value

The studentification of many educational destination cities, the dynamism of the role of international students as VFR hosts and their cultural differences between places of origin have provided an opportunity for deepening the understanding of VFR tourism.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 16 no. 1
Type: Research Article
ISSN: 1750-6182

Keywords

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Book part
Publication date: 7 July 2017

João Albino Silva, Dora Agapito and Patrícia Pinto

Research on the quality of destinations has been developed from the tourists’ perspective, and a more holistic view is necessary for integrated destination planning. This implies…

Abstract

Research on the quality of destinations has been developed from the tourists’ perspective, and a more holistic view is necessary for integrated destination planning. This implies cooperation among multiple stakeholders and the sustainable use of resources. The purpose of this study is to establish a conceptual model to measure the quality of destinations, considering the concepts of governance, sustainability, and tourist experience. According to the index, that used data from Algarve region, the performance of a destination depends on these three main dimensions, each one measured by a set of subdimensions that were weighted by an international expert panel. The result provides guidelines for transfer of knowledge to the main destination stakeholders.

Details

Knowledge Transfer to and within Tourism
Type: Book
ISBN: 978-1-78714-405-7

Keywords

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Book part
Publication date: 7 July 2017

Abstract

Details

Knowledge Transfer to and within Tourism
Type: Book
ISBN: 978-1-78714-405-7

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Book part
Publication date: 6 September 2019

Abstract

Details

Space Tourism
Type: Book
ISBN: 978-1-78973-495-9

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