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Managing customer experience for spiritual and cultural tourism: an overview

Vinnie Jauhari (Institute for International Management and Technology, Gurgaon, India)
Gunjan M. Sanjeev (Umak Business School, Institute for International Management and Technology, Gurgaon, India)

Worldwide Hospitality and Tourism Themes

ISSN: 1755-4217

Article publication date: 16 November 2010

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Abstract

Purpose

The purpose of this paper is to provide a background on developments in hospitality and tourism in India and its contribution to economic growth.

Design/methodology/approach

The paper discusses the importance of customer experience and provides insights on destination management approaches. It reviews the factors beyond the control of a specific service provider which impact the consumer experience. The paper also discusses the tourism potential for selected spiritual and cultural sites and gives an overview of the approach followed to assess consumer experience at each of these locations.

Findings

The paper focuses on elements that contribute to consumer experience at selected spiritual and cultural places. It also focuses on technology and its impact on creating a superior experience. Further, aspects of infrastructure and hygiene are also reviewed.

Originality/value

The paper explores spiritual and cultural tourism in the context of India where there is very little formal research in this area.

Keywords

Citation

Jauhari, V. and Sanjeev, G.M. (2010), "Managing customer experience for spiritual and cultural tourism: an overview", Worldwide Hospitality and Tourism Themes, Vol. 2 No. 5, pp. 467-476. https://doi.org/10.1108/17554211011090094

Publisher

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Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

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