A Survey Instrument for Measuring the Experiential Value of Employee-Tourist Encounters

Research output: Contribution to conferencePaperResearchpeer-review


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.
Original languageEnglish
Publication date2017
Number of pages8
Publication statusPublished - 2017
EventRESER Annual Conference in Bilbao, Spain: The crucial role of services in business and cities competitiveness - Bilbao, Spain
Duration: 7 Sep 20179 Sep 2017
Conference number: 27
http://www.reser2017.com/ (Conference homepage)


ConferenceRESER Annual Conference in Bilbao, Spain
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