Purpose

This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management.

Design/methodology/approach

The study adopts a critical and reflective approach for providing future directions of experience research. Three major fields are identified to discuss advances, challenges and opportunities in experience research: conceptualization and dimensions of experiences; relational network for experience management; and theoretical and methodological approaches.

Findings

The paper proposes a mindset shift to guide experience research, but also to redirect and research thinking and managerial practices about the role of experiences in the economy and society. This proposed humanized perspective to experience research and management is deemed important given the contemporary socio-economic, environmental and technological challenges of the environment.

Research limitations/implications

This paper identifies a set of theoretical and managerial implications to help scholars and professionals alike to implement the humanized perspective to experience research. Implications relate to conceptualization, relational network and theoretical and methodological approaches in experience research.

Originality/value

This study critically assesses research challenges and opportunities around customer experience management (CEM) in H&T contexts. This reflective and critical look at customer experiences not only informs future research for advancing knowledge and practice but also proposes a mindset shift about the role and nature of CEM in the society and economy.

中文翻译：

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酒店和旅游业的体验管理：对未来研究的反思和启示

目的

本文旨在对酒店和旅游业 (H&T) 的体验管理进行批判性反思。本文调查了经验研究的演变，同时讨论了管理面临的新挑战和机遇。

设计/方法论/途径

该研究采用批判性和反思性的方法来提供体验研究的未来方向。确定了三个主要领域来讨论体验研究的进展、挑战和机遇：体验的概念化和维度；用于体验管理的关系网络；以及理论和方法论方法。

发现

本文提出了一种思维方式转变，以指导经验研究，同时也重新引导和研究关于经验在经济和社会中的作用的思维和管理实践。考虑到当今环境的社会经济、环境和技术挑战，这种提出的体验研究和管理的人性化视角被认为很重要。

研究局限性/影响

本文确定了一系列理论和管理意义，以帮助学者和专业人士实施人性化的视角来进行体验研究。其含义涉及经验研究中的概念化、关系网络以及理论和方法论。

原创性/价值

这项研究批判性地评估了 H&T 背景下客户体验管理 (CEM) 的研究挑战和机遇。这种对客户体验的反思和批判性审视不仅为未来推进知识和实践的研究提供了信息，而且还提出了关于 CEM 在社会和经济中的作用和性质的思维转变。