Tourism Management Studies

Meta-Synthesis of Customer Experience Studies in Interaction with Digital Technologies in Tourism

Document Type : Research Paper

Authors

Fatemeh Mohammadi 1
Zahra Azani 2

1 Department of Management, Faculty of Economic and Administrative Sciences, University of Qom, Qom, Iran

2 Department of Business Administration, Qom University. Qom, Iran

https://doi.org/10.22054/tms.2025.88982.3121
Abstract
With the growth of digital technologies in the tourism industry, customer experience has become one of the key dimensions of successful digital services. This study aims to identify the factors influencing customers' digital experience in the tourism context using a meta-synthesis. This qualitative research was conducted using a meta-synthesis approach. To perform the meta-synthesis, 870 articles were initially collected through a systematic review from reputable scientific indexing databases covering the period 2015–2025 for international studies . 27 articles were selected for the final analysis. The findings revealed six main categories in customers’ digital experience: digital system design and performance, digital interaction and human communication, personalization and unique experiences, emerging technologies and technological attractiveness, customer emotions and psychological states, and economic considerations and accessibility. Customer digital experience in the tourism industry is a multidimensional and interdisciplinary phenomenon shaped by the interaction of technology, human factors, emotions, and economic value.

Keywords

Customer experience
digital technology
tourism
meta-synthesis
Subjects

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