his study explores the customer journey in tourism and hospitality industry. Specifically, it is focused on the pre-purchase phase of the “journey”, namely, those moments where consumers grab their laptop, mobile phone or some other wired device and start searching for information about the destinations, the hotel, and transportations. All those moments where consumers began to do research online because they are thinking to buy a certain product or service, at Google, are called Zero Moments of Truth. The findings indicate that the Zero Moments of Truth for tourism products and services occur through a variety of touchpoints (e.g., search engines, and social media). Knowing the Zero Moment of Truth helps marketers to understand where to compete for consumers’ attention online.

Exploring travellers' customer journey: the relevance of zero moment of truth

D'Arco Mario;Marino Vittoria
;
Resciniti Riccardo
2020-01-01

Abstract

his study explores the customer journey in tourism and hospitality industry. Specifically, it is focused on the pre-purchase phase of the “journey”, namely, those moments where consumers grab their laptop, mobile phone or some other wired device and start searching for information about the destinations, the hotel, and transportations. All those moments where consumers began to do research online because they are thinking to buy a certain product or service, at Google, are called Zero Moments of Truth. The findings indicate that the Zero Moments of Truth for tourism products and services occur through a variety of touchpoints (e.g., search engines, and social media). Knowing the Zero Moment of Truth helps marketers to understand where to compete for consumers’ attention online.
2020
9788891914545
customer journey; customer engagement; decision-making process; Zero Moment of Truth; purchase intention; tourism and hospitality industry
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/20.500.12070/48676
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