[Seção Especial: Turismo em Portugal] Sentidos, Emoções e Memórias na Experiência Turística: Uma Revisão / Senses, Emotions and Memories in Tourism Experience: A Review

Resumo

RESUMO

Atualmente, as experiências memoráveis são a maior proposta de valor económico que o turismo detém. Este artigo tem como principais objetivos investigar teoricamente a relação entre os sentidos, emoções e memórias na experiência turística e apresentar um modelo conceptual sobre os sentidos, emoções e memórias na construção da mesma. Com base na revisão da literatura, concluiu-se que a construção da experiência turística é resultado de estímulos e perceção multissensorial, emoções positivas, elevada atividade emocional, momentos surpreendentes e extraordinários e de recordações prazerosas e positivas. Verificou-se também que os sentidos, as emoções e as memórias apresentam uma relação sequencial na construção da experiência turística. Por outro lado, demonstrou-se ainda que os sentidos são preponderantes na perceção dos estímulos experienciais, as emoções são fundamentais na interpretação e atribuição de significado aos estímulos e as memórias são essenciais na codificação, armazenamento e antecipação da informação significativa.

PALAVRAS-CHAVE

Experiência Turística; Sentidos; Emoções; Memórias; Mode Conceptual.

ABSTRACT

Today, memorable experiences are the leading economic value proposition that the tourism industry holds. This article aims to theoretically investigate the relationship between the senses, emotions and memories in the tourist experience and present a conceptual model about the senses, emotions and memories in the tourism experience establishment. Based on the literature review, we concluded that the construction of the tourism experience is the result of multi-sensory stimuli and perception, positive emotions, high emotional states, surprising events, extraordinary moments and pleasant and positive memories. It was also found that the senses, emotions and memories have a sequential relationship in the tourism experience establishment. We also concluded that the senses paly a important role in the experiential stimuli perception, the emotional states are vital to the stimuli interpretation and meaning achievement and memories are essential to coding, storage and anticipation the experiential information.

KEYWORDS

Tourism Experience; Senses; Emotion; Memories; Conceptual Model.

AUTORIA

Rui Manuel Mendonça Pedro – Doutor. Professor no Higher Institute of Administration and Languages, Funchal, Madeira, Portugal. Currículo: https://www.cienciavitae.pt/portal/1B10-4E36-E870 E-mail: ruipedro26@sapo.pt 

REFERENCIA

Adhikari, A., & Bhattacharya, S. (2016). Appraisal of literature on customer experience in tourism sector: review and framework. Current Issues in Tourism, 19(4), 296-321. Link

Agapito, D., Pinto, P., & Mendes, J. (2017). Tourists’ memories, sensory impressions and loyalty: In loco and post-visit study in Southwest Portugal. Tourism Management, 58, 108-118. Link

Agapito, D., Valle, P., & Mendes, J. (2014). The sensory dimension of tourist experiences: Capturing meaningful sensory-informed themes in Southwest Portugal. Tourism Management, 42, 224-237. Link

Ali, F., Hussain, K., & Ragavan, N. (2014). Memorable customer experience: examining the effects of customers experience on memories and loyalty in Malaysian Resort Hotels. Procedia - Social and Behavioral Sciences, 144, 273-279. Link

Ali, F., Ryu, K., & Hussain, K. (2016). Influence of experiences on memories, satisfaction and behavioral intentions: a study of creative tourism. Journal of Travel and Tourism Marketing, 33(1), 85-100. Link

Andajani, E. (2015). Understanding customer experience management in retailing. Procedia - Social and Behavioral Sciences, 211(25), 629-633. Link

Andrades, L., & Dimanche, F. (2014). Co-creation of experience value: A tourist behaviour approach. In: N. Prebensen, J. Chen, & M. Uysal (Eds.). Creating Experience Value in Tourism. pp. 95-112. London: Cabi. Link

Ayazlar, G., & Arslan, R. (2017). A Cross-cultural investigation of tourists’ memorable experiences between two nationalities. Almatourism - Journal of Tourism, Culture and Territorial Development, 8(15), 136-151. Link

Ballantyne, R., Packer, J., & Sutherland, L. (2011). Visitors’ memories of wildlife tourism: Implications for the design of powerful interpretive experiences. Tourism Management, 32(4), 770-779. Link

Barnes, S., Mattsson, J., & Sørensen, F. (2014). Destination brand experience and visitor behavior: Testing a scale in the tourism context. Annals of Tourism Research, 48, 121-139. Link

Barnes, S., Mattsson, J., & Sørensen, F. (2016). Remembered experiences and revisit intentions: A longitudinal study of safari park visitors. Tourism Management, 57, 286-294. Link

Barrett, L. (2017). How emotions are made: The secret life the brain. New York: Houghton Mifflin Harcourt Publishing Company.

Berry, L., Carbone, L., & Haeckel, S. (2002). Managing the total customer experience. MIT Sloan Management Review, 43(3), 85-89. Link

Bimonte, S., & Faralla, V. (2014). Happiness and nature-based vacations. Annals of Tourism Research, 46, 176-178. Link

Bosangit, C., Hibbert, S., & McCabe, S. (2015). “If I was going to die I should at least be having fun”: Travel blogs, meaning and tourist experience. Annals of Tourism Research, 55, 1-14. Link

Boswijk, A., Thijssen, T., & Peelen, E. (2006). A new perspective on the experience economy - meaningful experiences. The European Centre for the Experience Economy, The Netherlands, 2, 233-247. Link

Brunner-Sperdin, A., Peters, M., & Strobl, A. (2012). It is all about the emotional state: Managing tourists’ experiences. International Journal of Hospitality Management, 31(1), 23-30. Link

Campos, A., Mendes, J., Valle, P., & Scott, N. (2016). Co-creation experiences: attention and memorability. Journal of Travel and Tourism Marketing, 33(9), 1309-1336. Link

Carù, A., & Cova, B. (2003). Revisiting consumption experience: a more humble but complete view of the concept. Marketing Theory, 3(2), 267-286. Link

Chakravorti, S. (2011). Managing organizational culture change and knowledge to enhance customer experiences: analysis and framework. Journal of Strategic Marketing, 19(2), 123-151. Link

Chandralal, L., & Valenzuela, F.-R. (2013). Exploring memorable tourism experiences: antecedents and behavioural outcomes. Journal of Economics, Business and Management, 1(2), 177-181. Link

Chandralal, L., & Valenzuela, F.-R. (2015). Memorable tourism experiences: scale development. Contemporary Management Research, 11(3), 291-310. Link

Chang, S. (2018). Experience economy in hospitality and tourism: Gain and loss values for service and experience. Tourism Management, 64, 55-63. Link

Chen, H., & Rahman, I. (2018). Cultural tourism: An analysis of engagement, cultural contact, memorable tourism experience and destination loyalty. Tourism Management Perspectives, 26, 153-163. Link

Chen, L., Scott, N., & Benckendorff, P. (2017). Mindful tourist experiences: A Buddhist perspective. Annals of Tourism Research, 64, 1-12. Link

Colombo, P., & Gold, P. (2004). Multiple memory systems. Neurobiology of Learning and Memory, 82(3), 169-170. Link

Correia, A., Oliveira, C., & Pereira, R. (2017). From emotions to place attachment. In: A. Correia, M. Kozak, J. Gnoth, & A. Fyall (Eds.), Co-Creation and Well-Being in Tourism, pp. 163-177. Switzerland: Springer International.

Damásio, A. (2011). E o Cérebro Criou o Homem. São Paulo: Companhia das Letras.

Dann, E., & Dann, W. (2012). Sightseeing for the sightless and soundless: Tourism experiences of the deafblind. Tourism, Culture and Communication, 12(2), 125-140. Link

Dann, G., & Jacobsen, J. (2003). Tourism smellscapes. Tourism Geographies, 5(1), 3-25. Link

Demarco, D. (2016). Sustainable urban development perspectives in the era of tourism experience. Procedia - Social and Behavioral Sciences, 223(10), 335-341. Link

Dias, J., Correia, A., & Cascais, T. (2017). Traits in tourists’ experiences: senses, emotions and memories. In A. Correia, M. Kozak, J. Gnoth, & A. Fyall (Eds.), Co-Creation and Well-Being in Tourism. pp. 179-194. Switzerland: Springer International. Link

Ditoiu, M.-C., & Cǎruntu, A.-L. (2014). Sensory experiences regarding five-dimensional brand destination. Procedia - Social and Behavioral Sciences, 109(8), 301-306. Link

Eide, D., Fuglsang, L., & Sundbo, J. (2017). Management challenges with the maintenance of tourism experience concept innovations: Toward a new research agenda. Tourism Management, 63, 452-463. Link

Ekman, P. (2016). What scientists who study emotion agree about. Perspectives on Psychological Science, 11(1), 31-34. Link

Ekman, P. (2017). Universal Emotions. Link

Esperidão-Antonio, V., Majeski-Colombo, M., Toledo-Monteverde, D., Moraes-Martins, G., Fernandes, J., Assis, M., & Siqueira-Batista, R. (2008). Neurobiology of the emotions. Revista De Psiquiatria Clinica, 35(2), 55-65. Link

Esteves, P., Slongo, L., Esteves, C., & Barcelos, R. (2013). As emoções dos consumidores da terceira idade no processo de escolha de destinos de viagens. Revista de Administração Da UFSM, 6(3), 561-580. Link

Fernandes, T., & Cruz, M. (2016). Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars. Journal of Retailing and Consumer Services, 31, 371–379. Link

Gelter, H. (2010). Total Experience Management – a conceptual model for transformational experiences within tourism. In: The Nordic Conference on Experience 2008. Research, Education and Practice in Media. pp. 46-78. Vaasa: Medusa Group of Vaasa Consortium of Higher Education, Vaasa, Finland.

Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience:. an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410. Link

Goggin, C., Please, P., Ridges, M., Booth, C., Simpson, G., Green, R., & Leys, J. (2017). Connecting with Country in Mungo National Park, Australia: a case study to measure the emotional dimension of experience and place attachment. Local Environment, 22(10), 1217–1236. Link

Gold, P. (2004). Coordination of multiple memory systems. Neurobiology of Learning and Memory, 82(3), 230-242. Link

Gretzel, U., Fesenmaier, D., Formica, S., & O’Leary, J. (2006). Searching for the future: Challenges faced by destination marketing organizations. Journal of Travel Research, 45(2), 116-126. Link

Guzel, O. (2014). The dimensions of tour experience, emotional arousal, and post-experience behaviors: a research on Pamukkale in Turkey. Procedia - Social and Behavioral Sciences, 150, 521-530. Link

Halim, A., & Mokhtar, A. (2016). Creating memorable visitor experiences by assessing the satisfaction level and behavioural consequences of attendees. Procedia Economics and Finance, 37, 1-6. Link

Haslwanter, T., Slater, A., Sliwa, P., Cheng, Q., & Wettstein, S. (2013). Sensory System: Physiology & Computer Simulations. (D. Hünniger, Ed.) (3ª ed.). London: Wikibooks - Creative Commons Attribution.

Hosany, S., & Prayag, G. (2013). Patterns of tourists’ emotional responses, satisfaction, and intention to recommend. Journal of Business Research, 66(6), 730-737. Link

Hu, X., Yu, J., Song, M., Yu, C., Wang, F., Sun, P., Wang, D., & Zhang, D. (2017). EEG correlates of ten positive emotions. Frontiers in Human Neuroscience, 11(1). Link

Hung, W.-L., Lee, Y.-J., & Huang, P.-H. (2016). Creative experiences, memorability and revisit intention in creative tourism. Current Issues in Tourism, 18(8), 763-770. Link

Io, M.-U. (2016). Exploring the impact of hedonic activities on casino-hotel visitors’ positive emotions and satisfaction. Journal of Hospitality and Tourism Management, 26, 27-35. Link

Kahneman, D. (2010). The Riddle of Experience vs. Memory. In: TED Conference 2010. Longbeach, California: TEDx Conference.

Kahneman, D. (2012). Rápido e devagar - Duas formas de pensar. Rio de Janeiro: Objetiva.

Kapoor, A. (2015). Consumer Experiences and Emotion Management. (N. Malhotra, Ed.). New York: Business Expert Press.

Kassam, K., Markey, A., Cherkassky, V., Loewenstein, G., & Just, M. (2013). Identifying emotions on the basis of neural activation. Plos One, 8(6), 32-44. Link

Kendler, K., Halberstadt, L., Butera, F., Meyers, J., Bouchard, T., & Ekman, P. (2008). The similarity of facial expression in response to emotion-inducing films in reared-apart twins. Psychological Medicine, 38, 1475-1483. Link

Kim, D., & Perdue, R. (2013). The effects of cognitive, affective, and sensory attributes on hotel choice. International Journal of Hospitality Management, 35, 246-257. Link

Kim, J.-H. (2010). Determining the factors affecting the memorable nature of travel experiences. Journal of Travel and Tourism Marketing, 27(8), 780-796. Link

Kim, J.-H. (2014). The antecedents of memorable tourism experiences: The development of a scale to measure the destination attributes associated with memorable experiences. Tourism Management, 44, 34-45. Link

Kim, J.-H. (2018). The Impact of memorable tourism experiences on loyalty behaviors: the mediating effects of destination image and satisfaction. Journal of Travel Research, 57(7), 856-870. Link

Kim, J.-H., Ritchie, J., & McCormick, B. (2012). Development of a scale to measure memorable tourism experiences. Journal of Travel Research, 51(1), 12–25. Link

Kim, J.-H., & Youn, H. (2017). How to design and deliver stories about tourism destinations. Journal of Travel Research, 56(6), 808-820. Link

Kim, J., & Fesenmaier, D. (2015). Designing tourism places: understanding the tourism experience through our senses. In: Tourism Travel and Research Association - Turning Insights into Actions, the Crucial Role of Tourism Research, p. 5. Portland - Oregon: Travel and Tourism Research Association. Link

Kirillova, K., Lehto, X., & Cai, L. (2017). What triggers transformative tourism experiences? Tourism Recreation Research, 42(4), 498-511. Link

Krishna, A. (2012). An integrative review of sensory marketing: Engaging the senses to affect perception, judgment and behavior. Journal of Consumer Psychology, 22(3), 332-351. Link

Krishna, A. (2013). Customer sense: How the 5 senses influence buying behavior. New York: Palgrave Macmillan. Link

Krishna, A., & Schwarz, N. (2014). Sensory marketing, embodiment, and grounded cognition: A review and introduction. Journal of Consumer Psychology, 24(2), 159-168. Link

Kurtz, J., & Welch, C. (2016). The emotion of happiness. In: H. L. Meiselman (Ed.), Emotions Measurement. Chennai: Elsevier.

Lambot, S., Slob, E., Van Bosch, I., Stockbroeckx, B., & Vanclooster, M. (2004). Modeling of ground-penetrating radar for accurate characterization of subsurface electric properties. IEEE Transactions on Geoscience and Remote Sensing, 42(11), 2555-2568. Link

Larsen, S. (2007). Aspects of a psychology of the tourist experience. Scandinavian Journal of Hospitality and Tourism, 7(1), 7-18. Link

Lempert, K., & Phelps, E. (2016). Affect in Economic decision making. In: L. F. Barrett, M. Lewis, & J. M. Haviland-Jones (Eds.), Handbook of Emotions. pp. 98-112. New York: The Guilford Press.

Lin, C., & Kuo, B. (2016). The behavioral consequences of tourist experience. Tourism Management Perspectives, 18, 84-91. Link

Lochner, K. (2016). Successful Emotions: how emotions drive cognitive performance. Berlin: Springer.

Luo, J., & Yu, R. (2015). Follow the heart or the head? The interactive influence model of emotion and cognition. Frontiers in Psychology, 6(5), 573-587. Link

Manthiou, A., Kang, J., Chiang, L.-L., & Tang, L. (2016). Investigating the effects of memorable experiences: an extended model of script theory. Journal of Travel and Tourism Marketing, 33(3), 362-379. Link

Marsella, S., & Gratch, J. (2016). Computational models of emotion as psychological tools. In L. F. Barrett, M. Lewis, & J. M. Haviland-Jones (Eds.), Handbook of Emotions. New York: The Guilford Press.

Martins, J., Gonçalves, R., Branco, F., Barbosa, L., Melo, M., & Bessa, M. (2017). A multisensory virtual experience model for thematic tourism: A Port wine tourism application proposal. Journal of Destination Marketing and Management, 6(2), 103-109. Link

Meleddu, M., Paci, R., & Pulina, M. (2015). Repeated behaviour and destination loyalty. Tourism Management, 50, 159-171. Link

Mendes, J., Guerreiro, M., & Matos, N. (2016). Monitoring the quality of tourism experience. Proceedings of the Asia Tourism Forum 2016 - the 12Th Biennial Conference of Hospitality and Tourism Industry in Asia, 19(1), 294-304. Link

Milner, B., Squire, L., & Kandel, E. (1998). Cognitive Neuroscience review and the study of memory. Neuron, 20(3), 445-468. Link

Mizumori, S., Yeshenko, O., Gill, K., & Davis, D. (2004). Parallel processing across neural systems: Implications for a multiple memory system hypothesis. Neurobiology of Learning and Memory, 82(3), 278-298. Link

Nasution, R., Sembada, A., Miliani, L., Resti, N., & Prawono, D. (2014). The customer experience framework as baseline for strategy and implementation in services marketing. Procedia - Social and Behavioral Sciences, 148, 254-261. Link

Oh, H., Fiore, A., & Jeoung, M. (2007). Measuring experience economy concepts: tourism applications. Journal of Travel Research, 46(2), 119-132. Link

Park, S., & Santos, C. (2017). Exploring the tourist experience. a sequential approach. Journal of Travel Research, 56(1), 16-27. Link

Pawaskar, P., & Goel, M. (2014). A conceptual model: multisensory marketing and destination branding. Procedia Economics and Finance, 11(11), 255-267. Link

Pezzi, E., & Santos, R. (2012). A experiência turística e o turismo de experiência: aproximações entre a antropologia e o marketing. Anais...VII Seminário de Pesquisa em Turismo do Mercosul. pp. 4–13. Caxias do Sul: Educs. Link

Pine, J., & Gilmore, J. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105. Link

Pine, J., & Gilmore, J. (1999). The Experience Economy: work is theater & every business a stage. Boston: Harvard Business School Press.

Pomfret, G. (2012). Personal emotional journeys associated with adventure activities on packaged mountaineering holidays. Tourism Management Perspectives, 4, 145-154. Link

Pomfrett, C. (2015). Special senses. Anaesthesia and Intensive Care Medicine - Physiology, 16(4), 197-199. Link

Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017). Understanding the Relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. Journal of Travel Research, 56(1), 41-54. Link

Prayag, G., Hosany, S., & Odeh, K. (2013). The role of tourists’ emotional experiences and satisfaction in understanding behavioral intentions. Journal of Destination Marketing and Management, 2(2), 118-127. Link

Quadri-Felitti, D., & Fiore, A. (2013). Destination loyalty: effects of wine tourists’ experiences, memories, and satisfaction on intentions. Tourism and Hospitality Research, 13(1), 47-62. Link

Raven, P., & Johnson, G. (2002). Sensory Systems. In Biology. pp. 1103-1124. New York: McGraw-Hill.

Reybrouck, M., & Eerola, T. (2017). Music and its inductive power: a psychobiological and evolutionary approach to musical emotions. Frontiers in Psychology, 8(2), 1-14. Link

Scherer, K. (2005). What are emotions? And how can they be measured? Social Science Information, 44(4), 695-729. Link

Schmitt, B. (1999a). Experiential Marketing. How to get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands. New York: The Free Press.

Schmitt, B. (1999b). Experiential marketing. Journal of Marketing Management, 15(1/3), 53-67. Link

Servidio, R., & Ruffolo, I. (2016). Exploring the relationship between emotions and memorable tourism experiences through narratives. Tourism Management Perspectives, 20, 151-160. Link

Shaw, C. (2005). Revolutionize Your Customer Experience. London: Palgrave Macmillan.

Shaw, C., Dibeehi, Q., & Walden, S. (2010). Customer Experience: future trends and insights. New York: Palgrave Macmillan. Link

Shu, S., Wu, Y., Bao, X., & Leonard, B. (2003). Interactions among memory-related centers in the brain. Journal of Neuroscience Research, 71(5), 609-616. Link

Squire, L., & Dede, A. (2015). Conscious and unconscious memory systems. Perspectives in Biology, 7, 667-681. Link

Stasiak, A. (2013). Tourist product in experience economy. Tourism, 23(1), 27-35. Link

Stein, A., & Ramaseshan, B. (2016). Towards the identification of customer experience touch point elements. Journal of Retailing and Consumer Services, 30, 8-19. Link

Tiago, T., Amaral, F., & Tiago, F. (2015). The Good, the bad and the ugly: food quality in UGC. Procedia - Social and Behavioral Sciences, 175, 162-169. Link

Todd, R., Talmi, D., Schmitz, T., Susskind, J., & Anderson, A. (2013). Perceptual vividness. Journal of Neuroscience, 32(33), 11201–11212. Link

Tsai, C.-T. (2016). Memorable Tourist experiences and place attachment when consuming local food. International Journal of Tourism Research, 18, 536-548. Link

Tung, V., Lin, P., Zhang, H., & Zhao, A. (2017). A framework of memory management and tourism experiences. Journal of Travel & Tourism Marketing, 34(7), 853-866. Link

Tung, V., & Ritchie, J. (2011a). Exploring the essence of memorable tourism experiences. Annals of Tourism Research, 38(4), 1367-1386. Link

Tung, V., & Ritchie, J. (2011b). Investigating the Memorable experiences of the senior travel market: an examination of the reminiscence bump. Journal of Travel and Tourism Marketing, 28(3), 331-343. Link

Tynan, C., & McKechnie, S. (2009). Experience marketing: a review and reassessment. Journal of Marketing Management, 25(5/6), 501-517. Link

van Strien, N., Cappaert, N., & Witter, M. (2009). The anatomy of memory: an interactive overview of the parahippocampal-hippocampal network. Nature Reviews Neuroscience, 10(4), 272–282. Link

Verhoef, P., Lemon, K., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. (2009). Customer Experience creation: determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31-41. Link

Vo Thanh, T., & Kirova, V. (2018). Wine tourism experience: A netnography study. Journal of Business Research, 83, 30-37. Link

Volo, S. (2009). Conceptualizing experience: a tourist based approach. Journal of Hospitality and Leisure Marketing, 18(2/3), 111-126. Link

Wisniewski, E., & Wu, J. (2016). Emotions: psychology and mental health. In Salem Press Encyclopedia of Health, p. 5. Salem Press.

Xiong, J., Hashim, N., & Murphy, J. (2015). Multisensory image as a component of destination image. Tourism Management Perspectives, 14, 34-41. Link

Zatori, A. (2013). Tourism Experience Creation From a Business Perspective. Thesis de Ph. Corvinus University of Budapest. Link

Zhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing and Management, 8, 326-336. Link

PROCESSO EDITORIAL

Recebido: 7 AGO 20 Aceito: 31 JAN 21