Improving customer experience in tourism: A framework for stakeholder collaboration

摘要: Abstract Tourism represents a service industry replete with unique complexities since tourist's overall experience is modulated by multiple stakeholders, e.g., immigration officials at airports, policy makers responsible for investment in transportation infrastructure and managers various tourist attractions. Effective management of customer satisfaction this sector entails cross-functional collaboration transparent measurement scheme that clearly delineates the impact each stakeholder's actions on experience. In paper, we propose simple conceptual framework stakeholder tourism. A four-phase process developed to prioritize resource allocation increase tourists' advocacy levels destination. The proposed has wide applicability can also be exercised context other public services, mass transit systems. We illustrate using an empirical case study Chennai, destination India provide number substantive insights are valid