觀光餐旅顧客旅程

鶯歌一日遊 https://www.perplexity.ai/search/qing-bang-wo-an-pai-ying-ge-yi-aaTSEEq5R3i09j5sFeJatw

觀光一日遊之顧客旅程

Souce: Fragidis, G., Riskos, K., & Kotzaivazoglou, I. (2022). Designing the Tourist Journey for the Advancement of Sustainable Tourist Practices. Sustainability, 14(15). https://doi.org/10.3390/su14159778

餐廳顧客旅程

%%{init: {'theme':'forest'}}%%

graph LR
  A[決策制定] --> B[預約]
  B[預約] --> C[抵達餐廳]
  C[抵達餐廳] --> D[餐廳期間]
  D[餐廳期間] --> E[付錢與離開餐廳]

Reference: Jüttner, U., Schaffner, D., Windler, K., & Maklan, S. (2013). Customer service experiences: Developing and applying a sequential incident laddering technique. European Journal of Marketing, 47(5/6), 738-769. https://doi.org/10.1108/03090561311306769

旅館顧客旅程

%%{init: {'theme':'forest'}}%%

graph LR
  A[決策制定] --> B[預約]
  B[預約] --> C[抵達與Check-In]
  C[抵達與Check-In] --> D[入住期間]
  D[入住期間] --> E[館內體驗（旅館內的各式服務與設施）]
  E[館內體驗（旅館內的各式服務與設施）] --> F[Check-Out與離開旅館] 
  F[Check-Out與離開旅館] --> G[離開旅館後（後續的顧客意見回饋、體驗調查或其他服務等]

Reference: Jüttner, U., Schaffner, D., Windler, K., & Maklan, S. (2013). Customer service experiences: Developing and applying a sequential incident laddering technique. European Journal of Marketing, 47(5/6), 738-769. https://doi.org/10.1108/03090561311306769

體驗

體驗設計四個層面

Reference: Pine II, B. J., & Gilmore, J. H. (2011). The experience economy. Harvard Business Press.

Note:

• 專注：心
• 沈浸：身＋心