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- Designing accessible tourism experiences: slow, sensory and smart frameworkPublication . AGAPITO, DORA; Guerreiro, ManuelaSlow tourism is an emergent research area focused on slowing the pace of life during vacations. A comprehensive multi-sensory approach can contribute to designing enhanced slow tourism experiences deemed accessible, both in situ and remotely. There is a research gap in considering multi-sensory stimuli in the design of accessible tourism experiences using technology. As such, this research intends to propose a theoretical framework focused on the development of slow tourism through sensory cues and smart technologies. In so doing, a critical approach to literature was carried out by intersecting three areas of literature following the rationale of the Stimuli-Organism-Response model: slow tourism, multi-sensory tourism experiences design, and smart destinations. The significance of this framework is threefold: it strengthens local identities and aids sustainable tourism by involving the community; it promotes experiences deemed authentic considering multiple stakeholders’ perspectives; and it addresses the visitor experience before, during and after the visit to the destination in an accessible manner using smart technologies. A framework with six steps is offered based on participatory methods.
- Experience management in hospitality and tourism: reflections and implications for future researchPublication . AGAPITO, DORA; Sigala, MariannaPurpose - 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.
- The senses in tourism design: a bibliometric reviewPublication . Agapito, DoraThe importance of addressing multisensory aspects in the design of tourism experiences and places has become apparent in a recent strand of research. There has been a substantial growth of studies in the last decade across different countries and journals. This paper provides an up-to-date systematic overview of the evolution of research incorporating multisensory elements rather than individual sensory modalities. These studies can assist in the understanding and design of tourism experiences and inform future research. The lexical, temporal and co-citation networks of the 99 articles selected are described, as well as the methods they use. Findings indicate that opportunities for future research on tourism experience design around the senses are related to sustainability and technology.
- Introduction to the handbook on the tourist experience: Design, marketing and managementPublication . AGAPITO, DORA; Woosnam, Kyle; Ribeiro, Manuel AlectorThis chapter introduces the Handbook on the Tourist Experience: Design, Marketing and Management. In so doing, it reflects on the experiential approach to tourism and the rationale of designing, marketing and managing tourism experiences. The chapter introduces concepts, elaborates around the current concern in tourism research and practice of adopting a responsible managerial approach to tourist experiences, and synthesises the compilation of chapters presented in the handbook.