Sustainable customer experience design : co-creating experiences in events, tourism and hospitality / Bert Smit and Frans Melissen.

By:

Smit, Bert

Contributor(s):

Melissen, Frans

Material type: Text

TextPublisher: London ; New York : Routledge, Taylor & Francis Group, 2018Description: xii, 286 pages ; 26 cmISBN:

9781138658554

Subject(s):

DDC classification:

394.2068 SMI

Summary: "Experiences are an important part of our lives and increasingly represent a crucial topic to address for businesses and professionals. This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on sustainable development. The book offers an innovative approach for successfully creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. What's more, it shows how the experience economy and sustainable development both reinforce one another and create challenges that businesses and professionals can address through this approach. Critical thinking questions, practical examples and international case studies are integrated throughout the text. Combining a design science and a social sciences perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of events, tourism and hospitality management, but also related fields"-- Provided by publisher.

Holdings
Item type	Current library	Call number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	394.2068 SMI (Browse shelf(Opens below))	Checked out	11/09/2023	39002100603720

Enhanced descriptions from Syndetics:

Experiences are an important part of our lives and increasingly represent a crucial topic to address for businesses and professionals. This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on sustainable development.

The book offers an innovative approach for successfully creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. Moreover, it shows how the experience economy and sustainable development both reinforce one another and create challenges that businesses and professionals can address through this approach.

Critical thinking questions, practical examples and international case studies are integrated throughout the text. Combining a design science and a social sciences perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of Events, Tourism and Hospitality Management, but also related fields.

Includes bibliographical references and index.

"Experiences are an important part of our lives and increasingly represent a crucial topic to address for businesses and professionals. This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on sustainable development. The book offers an innovative approach for successfully creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. What's more, it shows how the experience economy and sustainable development both reinforce one another and create challenges that businesses and professionals can address through this approach. Critical thinking questions, practical examples and international case studies are integrated throughout the text. Combining a design science and a social sciences perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of events, tourism and hospitality management, but also related fields"-- Provided by publisher.

Table of contents provided by Syndetics

List of figures (p. xi)
List of case studies (p. xiii)
Acknowledgements (p. xiv)
Introduction (p. 1)
The rise of the experience economy (p. 2)
21st-century experiences and consumers (p. 4)
The wider challenge of sustainable development (p. 5)
Exploring the future of customer experiences (p. 7)
An overview of the remainder of this book (p. 7)
References (p. 9)
Part 1 Designing, staging and managing experiences (p. 11)
1 The concept of experiences (p. 13)
Introduction (p. 13)
Experiences (p. 14)
Economic transactions based on experiences (p. 18)
Existing theories, methods and tools (p. 24)
The resulting business challenge (p. 39)
Summary (p. 41)
Food for thought (p. 42)
References (p. 42)
2 Understanding your (potential) customers (p. 44)
Introduction (p. 44)
Why do we want experiences? (p. 45)
How do we perceive experiences? (p. 51)
Methods, tools and techniques to put the puzzle together (p. 56)
Personality (p. 58)
The economic (ir)rationale of why consumers buy experiences (p. 60)
Stereotypes, archetypes and personas (p. 65)
Summary (p. 69)
Food for thought (p. 70)
References (p. 70)
3 Understanding the design process (p. 72)
Introduction (p. 72)
What is design? (p. 72)
The design process (p. 78)
Design methods, tools and techniques (p. 84)
Summary (p. 98)
Food for thought (p. 99)
References (p. 99)
4 A comprehensive approach to experience design (p. 101)
Introduction (p. 101)
Step 1: clarifying objectives (p. 102)
Step 2: establishing fundi oris (p. 105)
Step 3: setting requirements (p. 108)
Step 4: determining characteristics (p. 110)
Step 5: generating alternatives (p. 116)
Step 6; evaluating alternatives (p. 125)
Step 7: improving details (p. 126)
Designing more complex experiences (p. 128)
Summary (p. 138)
Food for thought (p. 139)
References (p. 139)
5 Staging and managing experiences (p. 140)
Introduction (p. 140)
Process quality (p. 142)
Interaction quality (p. 145)
Physical environment quality (p. 153)
Outcome quality (p. 160)
Beyond the line of visibility (p. 165)
Summary (p. 167)
Food for thought (p. 167)
References (p. 168)
Part II Sustainable development and the role of businesses and professionals (p. 169)
6 Sustainable development and blurring boundaries (p. 171)
Introduction (p. 171)
The concept oj sustainable development (p. 172)
Sustainability and events, tourism and hospitality (p. 179)
Sustainability, experiences andflvudity (p. 187)
Summary (p. 194)
Food for thought (p. 195)
References (p. 195)
7 Sustainable business models and technologies (p. 197)
Introduction (p. 197)
Our socio-economic system (p. 198)
Sustainable development and the business world (p. 205)
Reference points for sustainable businesses and professionals (p. 216)
Summary (p. 221)
Food for thought (p. 222)
References (p. 222)
Part III Co-creating sustainable experiences (p. 225)
8 Sustainability and experiences: a match made in heaven? (p. 227)
Introduction (p. 227)
Sustainable experiences: from the basics to going all out (p. 228)
Attract, lure, entice, convince or seduce consumers (p. 238)
Sustainability and experiences: like two peas in a pod (p. 246)
Summary (p. 249)
Food for thought (p. 249)
References (p. 250)
9 Designing sustainable experiences and businesses (p. 251)
Introduction (p. 251)
Ambition level 1 (p. 251)
Ambition level 2 (p. 257)
Ambition level 3 (p. 263)
Ambition level 4 (p. 266)
From canvas-driven to community-oriented networks (p. 270)
Summary (p. 274)
Food for thought (p. 275)
References (p. 275)
10 ...or rather, the epilogue (p. 276)
Introduction (p. 276)
Your journey (p. 277)
Index (p. 283)

Author notes provided by Syndetics

Bert Smit is a Senior Lecturer in Experience Design at the Academy of Hotel and Facility Management, NHTV Breda University of Applied Sciences, the Netherlands.
Frans Melissen is a Professor of Sustainable Business Models at the Academy of Hotel and Facility Management, NHTV Breda University of Applied Sciences, the Netherlands.