In this paper, we develop and test a survey instrument that aims at estimating the experiential value of employee-tourist encounters in destination-based tourism companies, as well as the characteristics of encounters that affect such experiential value. We suggest that such an instrument can inform research as well as tourist organisations about how to facilitate employee-tourist encounters that create experiential value for tourists and subsequently affect tourists’ memory of experiences. This knowledge is crucial for tourism companies that aim at creating experiential value for their visitors, rather than simply delivering service quality.
|Number of pages||8|
|Publication status||Published - 2017|
|Event||RESER Annual Conference in Bilbao, Spain: The crucial role of services in business and cities competitiveness - Bilbao, Spain|
Duration: 7 Sep 2017 → 9 Sep 2017
Conference number: 27
http://www.reser2017.com/ (Conference homepage)
|Conference||RESER Annual Conference in Bilbao, Spain|
|Period||07/09/2017 → 09/09/2017|
Mattsson, J., Sørensen, F., Jensen, J. F., & Barnes, S. (2017). A Survey Instrument for Measuring the Experiential Value of Employee-Tourist Encounters. Paper presented at RESER Annual Conference in Bilbao, Spain, Bilbao, Spain.