Customer experience management: Driving engagement in tourism
DOI:
https://doi.org/10.25145/j.pasos.2026.24.004Keywords:
Customer retention, user experience, customer engagement, ordinal logistic regression, customer satisfactionAbstract
Tourism companies seek to establish a deep and lasting connection with their customers, thus boosting their loyalty. The purpose of this study was to analyse the influence of customer experience management (CEM) on the generation of customer engagement (CE) in tourism companies in central and southern Peru. With a quantitative approach, a population of 1,634,128 users of tourism services and a sample of 2,359 individuals surveyed through anonymous electronic forms, whose data were subjected to ordinal logistic regression, the results showed that CEM has a significant influence on CE, explaining 20.5% of its variability and is an important influence on the dimensions of CE: 17.0% in the cognitive, 11.5% in the behavioral and 23.7% in the emotional. In conclusion, it is confirmed that CEM is important towards developping high-value engagement in the tourism sector, with the initial point to be strengthened as the emotional connections with the clients.
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