Bert Smit is docent imagineering, marketing, en visitor management aan de Academy of Hotel and Facility Management van de NHTV.Meer over de auteurs
Sustainable Customer Experience Design
Co-creating Experiences in Events, Tourism and HospitalityIngenaaid Engels 2018 9781138658554
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.
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List of case studies
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
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