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The 'customer journey': Learning from customers in tourism experience encounters
Mid Sweden University, Faculty of Human Sciences, Department of Tourism Studies and Geography. Dalarna University.ORCID iD: 0000-0001-7255-9338
2018 (English)In: Tourism Management Perspectives, ISSN 2211-9736, E-ISSN 2211-9744, Vol. 28, p. 201-210Article in journal (Refereed) Published
Abstract [en]

For micro-tourism firms, customers are a readily-accessible and highly important knowledge source that often remains unutilised. This study explores firm–customer encounters along the customer journey as learning opportunities. Based on data collected through participant observations, interviews and a review of user-generated content, this case study provides an in-depth look into the customer journey, with a Swedish micro-tourism firm. The findings suggest that the possibility to generate knowledge about experiential purposes is conditioned by the firm's ability to bestow encounters with an experience-like quality and promote the customers' transformation into participants. This is facilitated by involving customers, adopting an experiential discourse and utilising in-situ supporting moments to socialise. Firms can also learn about customers' subjective perception of value from user-generated content. The study concludes that in the context of learning from customers, small size provides micro-tourism firms with an opportunity to engage in personal relationships with their customers.

Place, publisher, year, edition, pages
2018. Vol. 28, p. 201-210
Keywords [en]
Experience encounters, Customer knowledge, Customer journey, Micro-tourism firms, Value in experience, Guided-tours
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:miun:diva-34470DOI: 10.1016/j.tmp.2018.09.002ISI: 000448054900019Scopus ID: 2-s2.0-85053495691OAI: oai:DiVA.org:miun-34470DiVA, id: diva2:1250042
Available from: 2018-09-21 Created: 2018-09-21 Last updated: 2025-09-25Bibliographically approved
In thesis
1. Behind the Scenes of Rural Tourism: A Study of Entrepreneurship in Micro-Firms
Open this publication in new window or tab >>Behind the Scenes of Rural Tourism: A Study of Entrepreneurship in Micro-Firms
2020 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This thesis is a study of entrepreneurship in tourism micro-firms in rural areas. It provides a close, behind-the-scenes look at how owner-managers of tourism micro-firms generate value, overcome limitations, and promote change through interactions with their customers, their local environment and actors in their social networks. This thesis reflects an appreciation for the significant role that micro-firms play in rural tourism, and it builds on the premise that to understand rural tourism – one must study micro-firms. The idiosyncratic context within which tourism micro-firms operate, and their extensive role in the rural tourism system dictate that these actors should receive explicit academic attention. The guiding research question is – How do owner-managers of tourism micro-firms interact with their environment to create value and overcome limitations? I investigate this question through the study of four entrepreneurial behaviours: opportunity discovery, resource mobilisation, utilising network ties, and knowledge sourcing. Each behaviour stands in the focus of one of the four research papers that comprise this thesis. I explore these entrepreneurial behaviours from an interpretivist stance by creating knowledge through an examination of the entrepreneurs' subjective interpretations of their actions. The empirical data come, mainly, from in-depth interviews with owner-managers of tourism micro-firms in rural Sweden. Essentially, I propose that entrepreneurship in tourism micro-firms is best explained using the entrepreneurial bricolage framework. This is primarily expressed by the notion of ‘making do’ as the creative use of local features for tourism purposes and finding workable solutions in the entrepreneurs' spatial environment and ego-networks. The entrepreneurs' embeddedness in the local community enables their long-terms activity and access to resources that are beyond their control. Likewise, personal compatibility and trust determine whom the entrepreneurs turn to for help and collaboration. Finally, I propose three themes that could help to make sense of entrepreneurship: that tourism micro-firms are effectively an embodiment and extension of their owner-managers; that entrepreneurship is the dynamic and incremental process of manoeuvring through contextual tensions and; that smallness is the principal quality that enables tourism micro-firms to interact with their environment and generate value. By applying contemporary entrepreneurship theories in tourism contexts, this thesis contributes to theoretically advancing the interrelated research fields of tourism entrepreneurship and small business.

Place, publisher, year, edition, pages
Sundsvall: Mid Sweden University, 2020. p. 109
Series
Mid Sweden University doctoral thesis, ISSN 1652-893X ; 334
Keywords
Tourism entrepreneurship, rural tourism, micro-firms, entrepreneurial behaviours, spatial bricolage
National Category
Human Geography Business Administration
Identifiers
urn:nbn:se:miun:diva-40264 (URN)978-91-88947-75-8 (ISBN)
Public defence
2020-11-20, Clas Ohlson, Humanistgatan 2, Borlänge, 10:00 (English)
Opponent
Supervisors
Available from: 2020-10-23 Created: 2020-10-20 Last updated: 2025-09-25Bibliographically approved

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Yachin, Jonathan Moshe

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