Khoreva L.V., Kanygin G.V., Zhabina N.I. (2024). New approaches to managing customer experience and decision making in the service field. Vestnik of Institute of Economic Research, 3(35), 174-185. [In Russian]

Текст статьи/выпуска на сайте журнала URL: https://journals.econri.org/index.php/journal/issue/view/40/49 (дата обращения 20.12.2024)

Abstract

The article examines tourism services as an important component of the modern service sector; it is shown that tour-ism is one of the key areas of the experience economy, and the product offering in this market today is built taking into account the individual needs and unique client experi-ence of an individual tourist; It is shown that customer experience management has be-come firmly established in the activities of customer-centric companies. The article ex-amines the concept of consumer concession and shows that as a mechanism for creating a positive consumer experience for the com-pany, one should try to minimize the con-sumer concession that the client is ready to make while remaining loyal to the company. The article proposes four ways to reduce con-sumer concessions in the field of tourism ser-vices and proposes a sequence of steps to form a positive decision about the tourist pur-chasing the offered service.

Content (in russ)