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	Record						Links
	Author	Bergsma, M.
	Title	Customer Journey Mapping for Nature organizations; implications and applicability			Type
	Year	2018	Publication	Monitoring and Management of Visitor Flows in Recreational and Protected Areas – ABSTRACT BOOK	Abbreviated Journal
	Volume	MMV 9 - Proceedings	Issue		Pages	190-191
	Keywords	MMV9
	Abstract	Customer Journey mapping is a tool to analyze the way in which customers engage with an organization, encompassing their entire interaction, and how this influences the visitor experience (Stein & Ramaseshan, 2016). The concept is mostly used in the retail industry and offers valuable insights which are helpful to improve visitor experiences in National Parks.
	Call Number				Serial	4101
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