Memorable Digital Tourism Experience: Utilization of Emotions and Sensory Stimuli With Service-Dominant Logic

Abstract

Creating memorable tourism experiences (MTE) is vital to obtain sustained tourism visits. In the digital era, infusions of various digital technologies in tourism services without admitting tourist emotions could jeopardize the experience. Drawing from a Service-Dominant Logic (S-DL) perspective, this study explains the complexity of digital tourism experience in the service system view, highlighting the importance of emotions as resources. It is composed of actors' orchestrations, connected by shared emotions, and enabled by sensory stimuli facilitated by the digital tourism ecosystem throughout the tourism journey. This study proposes a Memorable Digital Tourism Experience (MDTE) framework by identifying the focal actors, recognizing the emotions, and determining the moderating role of sensory stimuli enabled by various novel technologies. At last, several agenda and practical guidelines are proposed on how to operationalize the framework and different methodologies to explore Memorable Digital Tourism Experience.

Citation

Windasari, N.A., Santoso, H.B. and Wang, J.-C. (2022), "Memorable Digital Tourism Experience: Utilization of Emotions and Sensory Stimuli With Service-Dominant Logic", Jaziri, D. and Rather, R.A. (Ed.) Contemporary Approaches Studying Customer Experience in Tourism Research, Emerald Publishing Limited, Leeds, pp. 147-172. https://doi.org/10.1108/978-1-80117-632-320221016