Sustainable Customer Experience Design

Co-creating Experiences in Events, Tourism and Hospitality

Bert Smit, Frans Melissen (Autoren)

Buch | Softcover

300 Seiten

2018
Routledge (Verlag)
9781138658547 (ISBN)

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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.

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.

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

Erscheinungsdatum	11.07.2018
Zusatzinfo	45 Line drawings, black and white; 6 Halftones, black and white; 51 Illustrations, black and white
Verlagsort	London
Sprache	englisch
Maße	174 x 246 mm
Gewicht	740 g
Themenwelt	Wirtschaft
ISBN-13	9781138658547 / 9781138658547
Zustand	Neuware