Customer experience research
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Measuring customer experience

Most customer experience research seems to fail to capture the totality of customer experience with its different components. Traditional methods mostly measure cognitive and conative experience components by investigating self-reported …

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Measuring customer experience

Self-reported scales

Experience sampling method (ESM)

Electrodermal activity (EDA)

Electrocardiography (ECG)

Electromyography (EMG)

Pupillometry

Event Related Potentials (ERP)

Functional MRI

Articles

Godovykh, M., Pizam, A., & Bahja, F. (2020). Antecedents and outcomes of health risk perceptions in tourism, following the COVID-19 pandemic. Tourism Review. https://doi.org/10.1108/TR-06-2020-0257

Godovykh, M. & Tasci, A. D. A. (2020). Customer experience in tourism: A review
of definitions, components, and measurements. Tourism Management Perspectives, 35, 1-10.
https://doi.org/10.1016/j.tmp.2020.100694

Pizam, A. & Godovykh, M. (2021). Brand Awareness in Tourism. In D. Buhalis (Ed.). Encyclopedia of Tourism Management and Marketing. https://doi.org/10.4337/9781800377486.brand.awareness

Godovykh, M. & Tasci, A. D. A. (2020). Satisfaction vs experienced utility: Current issues and opportunities. Current Issues in Tourism. https://doi.org/10.1080/13683500.2020.1769573

Godovykh, M., & Hahm, J. J. (2020. Does the sequence of presentations matter for academic conferences? An application of the peak-end rule in event management. Journal of Convention & Event Tourism. https://doi.org/10.1080/15470148.2020.1760159

Godovykh, M., Milman, A., & Tasci, A. D. A. (2019). Theme park experience: factors explaining amount of pleasure from a visit, time allocation for activities, perceived value, queuing quality, satisfaction, and loyalty. Journal of Tourism and Leisure Studies, 4(2), 1-21.

Godovykh, M. & Tasci, A. D. A. (2020). The influence of post-visit emotions on destination loyalty. Tourism Review. https://doi.org/10.1108/TR-01-2020-0025