Customer Experiential Knowledge-Process Competence in Driving Experience-Based Innovation: An Ethnography Lens in Well-Being Tourism

Abstract

This chapter renews the thought on conceptualizing customer experience (CX) through the perspective of customer knowledge management (CKM). It bridges two pathways: Tacit Knowledge and Lived experience of the customer. Hence, refreshing the CX conceptualization aims to grasp the depths of the in situ service lived experience by examining the tacit knowledge forms issued from the lived experience of the client-curist in the well-being tourism. Dealing primarily with the consumption of service experience into the thalassotherapy centers is already an uphill task. This is due to its subtle and embedded experiential nature. Notwithstanding these challenges, it offers substantial knowledge about the conceptualized customer experiential knowledge (CEK). Hence, a generation of a pool of items measuring the customer experiential knowledge-process competence construct (CEK-PC) comes to begin the empirical development of the customer experiential knowledge management (CEKM) approach (as developed by Jaziri, 2013, 2019a). It also offers empirical evidence that corroborates CEK conceptualization (Jaziri-Bouagina, 2017). Through the CEK-PC, this chapter explores the competence of management levels in adopting a phenomenological vision and a global approach of ethnography to acquire CEK for treating, sharing, and using it to implement an experience-based innovation. The thrust of the construct was preserved via the Q-sort technique that has assessed the content validity through two sorting rounds. Forty-two items are retained representing a first step of the measure development.

Citation

Jaziri, D. and Rather, R.A. (2022), "Customer Experiential Knowledge-Process Competence in Driving Experience-Based Innovation: An Ethnography Lens in Well-Being Tourism", Jaziri, D. and Rather, R.A. (Ed.) Contemporary Approaches Studying Customer Experience in Tourism Research, Emerald Publishing Limited, Leeds, pp. 107-130. https://doi.org/10.1108/978-1-80117-632-320221013