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Improving Service Experiences With Mobile Ethnography: The Case Of Two Attractions In Toronto, Frederic Dimanche, Chris Gibbs
Improving Service Experiences With Mobile Ethnography: The Case Of Two Attractions In Toronto, Frederic Dimanche, Chris Gibbs
TTRA Canada 2016 Conference
Introduction: Tourism destination competitiveness has been one of the main areas of research in the past twenty years (e.g., Dwyer & Kim, 2003; Enright & Newton, 2004; Ritchie & Crouch, 2003). The competitiveness of any destination relies, in part, on the quality of the customer experience that is delivered in its tourist attractions. More specifically, tourist satisfaction is based on visitors’ assessment of an experience as compared to their expectations. It is therefore essential for attractions to not only monitor visitor satisfaction, but also to continuously improve the design of the services and experiences that are provided. The purpose …