Odysseys: analysing service journeys from the customer’s perspective

Abstract

This paper studies tourism‐related service processes from the customer’s perspective, acknowledging the extraordinary and hedonic nature of these offerings. Instead of looking at a chronological journey of different service phases, the entire tourist experience is analysed in a socio‐cultural context. By revealing this deeper context, the study provides an alternative explanation of customers’ perceptions of tourism destinations and service providers.

Citation

Gyimóthy, S. (2000), "Odysseys: analysing service journeys from the customer’s perspective", Managing Service Quality: An International Journal, Vol. 10 No. 6, pp. 389-396. https://doi.org/10.1108/09604520010351202