This paper aims to re-evaluate the customer experience literature in the hospitality and tourism (H&T) domain by employing a paradox lens and constructing a model for future research direction and practitioners. Using two co-citation analysis methods—a hierarchical cluster analysis and a multidimensional scaling analysis—to investigate 312 customer experience papers from the leading H&T journals with 22.124 citations over the 44-year period (1987–2021), we identified five knowledge foundations that have made up the intellectual structure of customer experience in H&T: experiential consumption, authenticity, memorability, place branding, and service. This result reveals the dualistic representations of the paradoxical character of customer experience including authentic/fantastical, structured/unstructured, branded/ecological, and bubbled/exposed. Based on this finding, this study developed a framework for scholars and marketers to reveal different approaches to managing the tensions between paradoxes.

中文翻译：

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拥抱酒店和旅游业客户体验的悖论

本文旨在通过采用悖论镜头并为未来的研究方向和实践者构建模型，重新评估酒店和旅游（H＆T）领域的客户体验文献。使用两种同被引分析方法——层次聚类分析和多维尺度分析——调查了来自领先 H&T 期刊的 312 篇客户体验论文，在 44 年期间（1987 年至 2021 年）被引用次数为 22.124 次，我们确定了五个知识基础：构建了 H&T 客户体验的知识结构：体验式消费、真实性、记忆性、场所品牌和服务。这一结果揭示了客户体验的矛盾特征的二元表征，包括真实/幻想、结构化/非结构化、品牌/生态和泡沫/暴露。基于这一发现，本研究为学者和营销人员开发了一个框架，以揭示管理悖论之间紧张关系的不同方法。