The Participatory Mode Of The Consumer In Experience Creation: Analysis

the participatory mode of the consumer in experience creation are described by the two extremes of the continuum. The level of consumer activity is high in case of experiences which are mainly constructed by consumers, the level of consumer activity is enough to be low due to his/ her passive role in case of staged experience creation.
Pareigis, Echeverri and Edvardsson (2008) escribed that at one of the extreme experiences that are mainly constructed by consumers may involve company-provided products or services from their experience while the businesses in this case do not aim to prioritize the experience creation process. The consumers based on their own abilities give real value (symbolic, cultural, and functional) to ordinary services
(2015) analyzed the procedures through which companies systematically collect information about their customers. After examining information collected by customer relationship management systems, they concluded that managers learn about what the company knows about customers, but not about what customers think about the company. However, if a customer experience encompasses every aspect of a company offer- the quality of customer care, of course, but also advertising. Packaging, product and service features, ease of use and reliability- it would be necessary to review the way companies gather information to capture customer’s subjective thoughts about their experience with the company. As a solution, they proposed the implementation of customer experience management systems, intended to capture the immediate response of the customer to its encounters with the company to the immediate response of the customer to its encounters with the company at every touch point. These systems would monitor the past, present and potential patterns of customers behaviors. According to the literature, new methodologies and procedures to collect, analyze and report on tourist expectations, needs and longings should be adopted by tourism destinations and companies to tackle the challenge of exploring what is a memorable experience for different tourism segments and how involvement modulates the individual interpretation of their