Customer Experience Management, Value, and Satisfaction of Customer in Outbound Tourism Business: Theoretical Frame Work
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Published:
Apr 10, 2020
Keywords:
Customer Experience Management, Customer Value, Customer Satisfactions, Theoretical Framework, Outbound Tourism Business
Main Article Content
Abstract
This article presents the theoretical implications of customer experience management, value and satisfaction of customers in outbound tourism business. Based on a review of more than 30 literature studies of customer management. It shows that customer experience management can manage through service factors, price, service channels Sales promotion, employees, physical activity processes Atmosphere in the shop Or the location of the service, the value of the customer dimensions: social value, emotional value, qualitative value, economic value, and customer satisfaction is determined by providing equal service expectations of Customer Service Timely Adequate service Value or popularity in the vision of the customer. Continuous service, and Progressive service such satisfaction can be recognized by comparing the expectations and perceptions of the above factors. Satisfaction will arise after the customer evaluates the goods and services.
Article Details
How to Cite
Tanvittayanont, P. . ., Sukpach, K. . ., & Suveatwatanakul, C. . . (2020). Customer Experience Management, Value, and Satisfaction of Customer in Outbound Tourism Business: Theoretical Frame Work. Dusit Thani College Journal, 13(1), 107–122. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/241007
Section
Research Article
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References
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14. Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2), 151-161.
15. Kittichai Srichaiyaphum, Adilla Phong Yi La. (2013). Relationship between the experience of small enterprise customers and brand loyalty of commercial banks in Thailand. Master of Business Administration Thesis, Dhurakij Pundit University.
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25 Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer Experience Management in Retailing: Understanding the Buying Process. Journal of Retailing, 85(1), 15-30. doi:https://doi.org/10.1016/j.jretai.2008.11.003
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28. Senjaya, et al. (2013). Effect Of Quality Customer experience to Customer Satisfaction & Customer Loyalty Cafe Excelso Tunjungan Plaza Surabaya: B2C Perspective. Journal Manajemen Pemasaran Petra, 1(1), 1-15.
29. Shaw, C., & Ivens, J. (2002). Building Great Customer Experiences. Palgrave: Macmillan.
30. Smith, S., & Wheeler, J. (2002). Managing the Customer Experience: Prentice Hall.
31. Storbacka, K., & Luukinen, A. (1994). Managing Customer Relationship Profitability – Case Swedbank. Paper presented at the Banking and Insurance, ESOMAR, Amsterdam.
32. Taghizadeh, H., Taghipourian, M. J., & Khazaei, A. (2013). The Effect of Customer Satisfaction on Word of Mouth Communication. Research Journal of Applied Sciences, Engineering and Technology, 5(8), 2569-2575.
33. Venkat, R. (2007). Impact of customer experience on satisfaction, brand image and loyalty: A study in a business-to-business context. Paper presented at the Administrative Sciences Association of Canada Conference, Ottawa, Canada.
34. Vithan Chinnapak. (2012). Satisfaction of Thai tourists towards Erawan Waterfall National Park, Kanchanaburi Province. Master of Science Thesis, Srinakharinwirot University.
35. Woraporn Chaikee. (2013). Foreign tourists' satisfaction towards visiting Si Satchanalai Historical Park, Sukhothai Province. (Master of Science Thesis), Srinakharinwirot University, Bangkok.
36. Yuan, Y.-H., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387-410.
37. üksel, A., & Yüksel, F. (2007). Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions. Tourism management, 28(3), 703-713. doi:https://doi.org/10.1016/j.tourman.2006.04.025
38. Zeithaml, V. A., Bitner, M. J., & Gremler, D. (2006). Services marketing: Integrating customer focus across the firm.
2. Araujo, L., & Spring, M. (2006). Services, products, and the institutional structure of production. Industrial Marketing Management, 35(7), 797-805. doi:https://doi.org/10.1016/j.indmarman.2006.05.013
3. Aumnad Theerawanich. (2008). Small business management. Bangkok: Kasetsart University Library.
4. Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions. Journal of Marketing, 66(2), 120-141.
5. Chi, C. G.-Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism management, 29(4), 624-636.
6. Chieochankitkan, A. (2013). Developing Service Quality For SPA Establishments In The Active Beach Tourism Cluster, Thailand. (Doctor of Philosophy (Integrated Tourism Management) Dissertation), National Institute of Development Administration, Bangkok.
7. Chuenchit Chaengjenkit. (2006). Customer Experience Management Strategy. Bangkok: Brand Age Publishing.
8. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
9. Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience:: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
10. Holbrook, M. B. (1999). Consumer value: a framework for analysis and research. London: Psychology Press.
11. Hung-Che Wu, et al. (2015). Sciences, Engineering and Technology, 5(8), 2569-2575.
12. Kamaladevi, B. (2010). Customer experience management in retailing. Business Intelligence Journal, 3(1), 37-54.
13. Khalili, S., Rahchamani, A., & Abtahi, M. (2013). Investigating the effects of brand experience, trust, perception image and satisfaction on creating customer loyalty: A case study of laptop market. Management Science Letters, 3(9), 2381-2386.
14. Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2), 151-161.
15. Kittichai Srichaiyaphum, Adilla Phong Yi La. (2013). Relationship between the experience of small enterprise customers and brand loyalty of commercial banks in Thailand. Master of Business Administration Thesis, Dhurakij Pundit University.
16. Kotler, P. (1997). Marketing management: analysis, planning, implementation and control (9th ed.). Englewood Cliffs NJ: Prentice-Hall.
17. Kotler, P. (2000). Marketing management (10th ed.). New Jersey: Prentice-Hall.
18. Kotler, P., & Keller, K. L. (2006). Marketing Management: Pearson Prentice Hall.
19. Mathis, E. F., Kim, H., Uysal, M., Sirgy, J. M., & Prebensen, N. K. (2016). The effect of co-creation experience on outcome variable. Annals of Tourism Research, 57, 62-75. doi:https://doi.org/10.1016/j.annals.2015.11.023.
20. Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review 2007(February), 117-126.
21. Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of marketing Science, 25(2), 154-161.
22. Parida, B. B., & Baksi, A. K. (2011). Customer retention and profitability: CRM environment. SCMS Journal of Indian Management, 8(2), 66-84.
23. Pornsak Phongphaew. (1986). The science of research. Bangkok: Thai Wattana Panich Publishing.
24. Pritchard, M. P., & Howard, D. R. (1997). The Loyal Traveler: Examining a Typology of Service Patronage. Journal of travel research, 35(4), 2-10. doi:10.1177/004728759703500401
25 Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer Experience Management in Retailing: Understanding the Buying Process. Journal of Retailing, 85(1), 15-30. doi:https://doi.org/10.1016/j.jretai.2008.11.003
26. Reichheld, F. (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value. Boston: Harvard Business School Press.
27. Schmitt, B. H. (2010). Customer experience management: A revolutionary approach to connecting with your customers: John Wiley & Sons.
28. Senjaya, et al. (2013). Effect Of Quality Customer experience to Customer Satisfaction & Customer Loyalty Cafe Excelso Tunjungan Plaza Surabaya: B2C Perspective. Journal Manajemen Pemasaran Petra, 1(1), 1-15.
29. Shaw, C., & Ivens, J. (2002). Building Great Customer Experiences. Palgrave: Macmillan.
30. Smith, S., & Wheeler, J. (2002). Managing the Customer Experience: Prentice Hall.
31. Storbacka, K., & Luukinen, A. (1994). Managing Customer Relationship Profitability – Case Swedbank. Paper presented at the Banking and Insurance, ESOMAR, Amsterdam.
32. Taghizadeh, H., Taghipourian, M. J., & Khazaei, A. (2013). The Effect of Customer Satisfaction on Word of Mouth Communication. Research Journal of Applied Sciences, Engineering and Technology, 5(8), 2569-2575.
33. Venkat, R. (2007). Impact of customer experience on satisfaction, brand image and loyalty: A study in a business-to-business context. Paper presented at the Administrative Sciences Association of Canada Conference, Ottawa, Canada.
34. Vithan Chinnapak. (2012). Satisfaction of Thai tourists towards Erawan Waterfall National Park, Kanchanaburi Province. Master of Science Thesis, Srinakharinwirot University.
35. Woraporn Chaikee. (2013). Foreign tourists' satisfaction towards visiting Si Satchanalai Historical Park, Sukhothai Province. (Master of Science Thesis), Srinakharinwirot University, Bangkok.
36. Yuan, Y.-H., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387-410.
37. üksel, A., & Yüksel, F. (2007). Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions. Tourism management, 28(3), 703-713. doi:https://doi.org/10.1016/j.tourman.2006.04.025
38. Zeithaml, V. A., Bitner, M. J., & Gremler, D. (2006). Services marketing: Integrating customer focus across the firm.