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.
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/10.1108/09604520010351202Download as .RIS
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