Customer Experience Management, Value, and Satisfaction of Customer in Outbound Tourism Business: Theoretical Frame Work

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Peerapong Tanvittayanont
Kassara Sukpach
Chokechai Suveatwatanakul


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.


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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
Research Article


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