Customer Experience Aspects of Gen Z in Tourism Travels

Abstract

Customer experience in tourism travels has become a vital element in the management approaches of private and public specialist organizations. In order to stay highly competitive on the marketplace, the contemporary tourism industry has to constantly find out ways to improve the quality of customer experience. A successful way in this direction is to obtain the most relevant knowledge about the customer and his / her experience characteristics. Therefore, the research goal of this study is to reveal the key customer attitudinal and perceptual experience characteristics of Generation Z while planning, consuming and post reflecting their tourist travels. The attitudinal features of cognitive, affective, and conative consumer behavior are researched in relation with the sensory aspects of the individual’s perceptions along with the standpoint of the company’s value proposition.