A Study on Customer Experience Management for Tourists: Based on the Case of Wuzhen, China

Zhang Shanhhui,Akira Ohyabu,Tsunehiro Hayashi

This paper examines the management of customer experience in the tourism industry from both offline and online perspectives. Specifically, based on the results of interviews conducted with tourists visiting Wuzhen, it applies the concept of customer touchpoints in both online and offline contexts to the tourism industry. Through this approach, it is concluded that the management of "providing the best customer experience while enhancing operational efficiency" requires a focus on the relationship between customers and the local community.

学会誌「経営とデータサイエンス」

岡山理科大学マネジメント学会事務局

第6号

11

28

2435-7480