Odysseys: analysing service journeys from the customer’s perspective

Szilvia Gyimóthy (Szilvia Gyimóthy is a Researcher at Bornholms Forskningscenter, Nexø, Denmark.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 2000


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/10.1108/09604520010351202

Download as .RIS




Copyright © 2000, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.