Co-creating customer value of an experience for tourists

Abstract

As an offering, experiences are co-created, because they are inherently personal and constructed by individuals who have been engaged, managers, meanwhile, are “stagers” seeking to create a platform for customers to shape their own experience. The holistic experience includes the experience process and the psychological outcomes. In experiential consumption, what customers buy are not goods or services, but rather the benefits and experiences those goods and services provide for them. In this case, customers perceive and evaluate the experience from the whole experiential process. Based on these ideas, this paper provides a theoretical model which not only combines the managerial view of experiences with that of the customer, but also relates the concept of customer value of an experience to the experience process. The model therefore offers the possibility of identifying the value added by managers to an experience and their connections with the attributes used in an experience