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Understanding User Needs and Customer eXperience in Tourism Area

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Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing (HCII 2020)

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Abstract

Customer eXperience (CX) is one of the most important factors among companies and organizations to gain a competitive advantage in the area of tourism. To achieve this leadership in this area, it is important that industries focus on understanding the needs of their different customers, because the needs that a customer has and expects to satisfy when using products, systems or services, are not the same than those of another customer. This research presents a review and analysis of several articles related to the customer experience regarding hotels, restaurants and airlines in the tourism area. We classified the needs into these three industries or sectors and for each of them, we present the customer’s needs in a general way and then highlight some of these needs for the different classifications as purpose of travel (business or leisure), type of traveler (solo, couple, family, or friends) and cultural differences.

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Authors and Affiliations

  1. Pontificia Universidad Católica de Valparaíso, Valparaíso, Chile

    Luis Rojas, Daniela Quiñones & Cristian Rusu

Authors
  1. Luis Rojas
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  2. Daniela Quiñones
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  3. Cristian Rusu
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Corresponding author

Correspondence to Daniela Quiñones .

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Editors and Affiliations

  1. Towson University, Towson, MD, USA

    Gabriele Meiselwitz

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Rojas, L., Quiñones, D., Rusu, C. (2020). Understanding User Needs and Customer eXperience in Tourism Area. In: Meiselwitz, G. (eds) Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing. HCII 2020. Lecture Notes in Computer Science(), vol 12195. Springer, Cham. https://doi.org/10.1007/978-3-030-49576-3_16

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  • DOI: https://doi.org/10.1007/978-3-030-49576-3_16

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-49575-6

  • Online ISBN: 978-3-030-49576-3

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