Customer Experience in Experiential Leisure
A holistic approach to the customer journey Attraction - Satisfaction - Loyalty
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The experiential era is marked by consumers' thirst for extraordinary, intense, and memorable consumer experiences. Studies on the world of experiential leisure explain that these are, by definition, activities that are out of the ordinary, that people do not wish to repeat, and for which customers have high and confusing expectations. The aim of our research is to explore the specificities of the customer experience in experiential leisure and to contribute to both the scientific and professional worlds through a methodological overview that combines documentary research, exploratory surveys,...
The experiential era is marked by consumers' thirst for extraordinary, intense, and memorable consumer experiences. Studies on the world of experiential leisure explain that these are, by definition, activities that are out of the ordinary, that people do not wish to repeat, and for which customers have high and confusing expectations. The aim of our research is to explore the specificities of the customer experience in experiential leisure and to contribute to both the scientific and professional worlds through a methodological overview that combines documentary research, exploratory surveys, and quantitative studies, using a verified model that explains the process of attracting, satisfying, and retaining customers in this sector.
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