Smit / Melissen Sustainable Customer Experience Design

Co-creating Experiences in Events, Tourism and Hospitality
1. Auflage 2018
ISBN: 978-1-317-21786-2
Verlag: CRC Press
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 300 Seiten

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.

Autoren/Hrsg.

Smit, Bert

Melissen, Frans

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen Tourismuswirtschaft, Gastgewerbe

Inhaltsverzeichnis

List of figures
List of case studies
Acknowledgements

Introduction

Part 1 Designing, Staging and Managing Experiences

Chapter 1 Designing, Staging And Managing Experiences

Chapter 2 Understanding Your (Potential) Customers

Chapter 3 Understanding The Design Process

Chapter 4 A Comprehensive Approach To Experience Design

Chapter 5 Staging And Managing Experiences

Part 2 Sustainable Development and The Role Of Businesses And Professionals

Chapter 6 Sustainable Development and Blurring Boundaries

Chapter 7 Sustainable Business Models and Technologies

Part 3 Co-Creating Sustainable Experiences

Chapter 8 Sustainability And Experiences: A Match Made In Heaven?

Chapter 9 Designing Sustainable Experiences And Businesses

Chapter 10: … Or Rather, The Epilogue

Index

Über Autor(innen)

Bert Smit is a Senior Lecturer 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.