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| Tekijä: | Klaus, P. Maklan, S. |
| Otsikko: | Bridging the gap for destination extreme sports: a model of sports tourism customer experience |
| Lehti: | Journal of Marketing Management
2011 : DEC, VOL. 27:13-14, p. 1341-1365 |
| Asiasana: | research consumer behaviour customers marketing management sports industry tourism social psychology |
| Kieli: | eng |
| Tiivistelmä: | This longitudinal research proposes a conceptual model of sports tourism customer experience in the case of a mountain-biking extreme sport camp. Customer experience is defined as a three-dimensional framework containing five dimensions: hedonic pleasure, personal progression, social interaction, efficiency and surreal feel. Using the means–end approach in 89 semi-structured interviews over three years with mountain-biking camp clients, hedonic pleasure and personal progression were identified as the two key experiences valued by customers. The key experience creates surreal feelings, incomparable and memorable evaluations of the overall experience. Social interaction facilitates the key experience, whereas efficiency enables the experience. There is little empirical investigation in the prior marketing management frameworks and social science frameworks are not taking a holistic view; our framework bridges the gap between social science and marketing by exploring, testing and combining both streams empirically. Implications for practitioners' customer insight processes and future research possibilities are discussed. |
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