Author(s): Aparna J Varma, Ranjith P V, Ashwini J
Customer experience management is the latest buzzword in the service and in the manufacturing industry. But the concept is highly relevant when it comes to service sector due to its characteristics of intangibility. There are many cues a customer will rely upon while choosing a service. This study focuses on the customer experience management of select resorts in Karnataka. Customer experience is shaped by the customers’ expectations and the service encounters which happens during a service interaction. This study has considered the role of five variables: Price, Food Quality, Ambience, Technology and Social environment that leads to customer revisit intention.