Managing customer experience for spiritual and cultural tourism: an overview
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
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited