Design of services and experiences in tourist destinations: an integrative review
DOI:
https://doi.org/10.5585/podium.v11i2.19873Keywords:
Service design, Experiment design, Tourist destination, Destination management organizations, Integrative review.Abstract
Abstract
Objective: To analyze in the scientific literature how tourist destinations can benefit from the concept of services and experiences design; besides identifying as relationships of this applicability.
Methodology/Approach: An integrative review was used, with a systematic search that took place on August 7, 2019, considering the terms “service design”, “experience design”, “tour* destination”, “destination management” and “destination organization”. The selection process carried out in the Scopus, Web of Science and SciELO databases, and fourteen texts were considered for analysis.
Originality/Relevance: The work shows that service design and experience design are important for destination management, as they enhance projects related to their services and destination experiences, and improve competitiveness, quality and perceived value.
Main results: It was observed that: a) the macro level is a central concern, emphasizing the holistic view of the design of services and experiences; b) there are a myriad of tools that the design of services or experiences can use to improve services and experiences in tourist destinations; c) there are at least four general forms of tourist destinations that benefit from the service design and experience approach.
Theoretical / methodological contributions: This integrative literature review is a broad and systematic review, whose results show the constructions and trends of how the design of services and experiences can contribute to tourist destinations, bringing contributions to the development of theories. Its breadth feature helps researchers who want to generally understand the application of such design approaches in a specific context. And its systematic feature provides transparency to the process and enables the reproducibility of the study, and can be used to expand the research or replication with other variables chosen by the researcher(s).
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