Framing Meaningful Experiences Toward a Service Science-Based Tourism Experience Design
- 1.8k Downloads
From a service science approach, this paper describes the use of sentiment analysis technology to analyze visitor’s reviews in order to design experiences in the tourism business sector. Despite what the mere accidental observation could show, tourism is one of the significant experiences for human beings and that makes it optimal to test new concepts in service science, such as experience design and sentiment analysis. This is the first time in the literature that both concepts are used in the analysis of a large number of tourist reviews across a whole country. The value of this work lies in providing experience design recommendations on the basis of a systematic study. Thus, the potential of analyzing services through a scientific focus is shown .
KeywordsTourism Experience Design Service science Meaning Narrative Sentiment analysis
The authors of this paper would like to express their gratitude to Bitext for providing the sentiment analysis technology that made possible the data exploration.
- 1.Pine, J., Gilmore, J.H.: Welcome to the experience economy. Harv. Bus. Rev. 76(4), 97–105 (1998)Google Scholar
- 2.Diller, S., Shedroff, N., Rhea, D.: Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences. New Riders, Berkeley (2008)Google Scholar
- 3.Coxon, I.: Fundamental aspects of human experience: a phenomenological explanation. In: Benz, P. (ed.) Experience Design: Concepts and Case Studies. Bloomsbury Academic, New York (2015)Google Scholar
- 4.Alcoba, J.: Beyond the paradox of service industrialization: approaches to design meaningful services. In: Wang, J. (ed.) Management Science, Logistics and Operations Research. IGI Global, Hershey (2014)Google Scholar
- 5.Newbery, P., Farnham, K.: Experience Design: A Framework for Integrating Brand, Experience, and Value. Wiley, Hoboken (2013)Google Scholar
- 6.Svabo, C., Shanks, M.: Experience as excursion: a note towards a metaphysics of design thinking. In: Benz, P. (ed.) Experience Design: Concepts and Case Studies. Bloomsbury Academic, New York (2015)Google Scholar
- 7.Jiwa, B.: The Fortune Cookie Principle: The 20 Keys to a Great Brand Story and Why Your Business Needs One. CreateSpace, North Charleston (2013)Google Scholar
- 8.Alcoba, J., Mostajo, S., Clores, R., Paras, R., Mejia, G.C., Ebron, R.A.: Tourism as a life experience: a service science approach. In: Nóvoa, H., Drăgoicea, M. (eds.) IESS 2015. LNBIP, vol. 201, pp. 190–203. Springer, Heidelberg (2015)Google Scholar
- 15.Mansfeldt, O.K., Vestager, E.M., Iversen, M.B.: Experience design in city tourism. Nordic Innovation Centre and Wonderful Copenhagen (2008). http://www.visithelsinki.fi/…/experience_design_in_city_tourism_20080704.pdf. Accessed 24 November 2015