Sustainable Customer Experience Design
Routledge (Verlag)
9781032964355 (ISBN)
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The book offers an innovative approach for successfully co-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 organisations and professionals can address through this approach. This second edition has been updated to include:
• Increased focus on sustainability, including social aspects of sustainable development.
• Increased focus on the importance of evaluation and iteration in designing and staging experiences, as well as the added value of digital and hybrid touchpoints and experiences in relation to customer journey design.
• Templates, tools, practical examples throughout to aid learning and doing in challenge-based education.
• New international case studies by leading authors in the field of experiences and sustainability.
• New online resources, including facilitation guidelines, templates, canvases such as the Experience Purpose Canvas and weblinks related to tools, methods and exercises described within the book.
Combining a design science, a social science and a responsible marketing 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 extra-ordinary professor Van Gogh Homeland at Breda University of Applied Sciences and senior consultant at Ginder. Frans Melissen is Transversal Professor of Sustainability Transitions at Breda University of Applied Sciences, the Netherlands. Celiane Camargo-Borges, PhD, is a Senior Lecturer and Researcher at Breda University of Applied Sciences and a member of the Sustainability Transitions research group. Lauren Verheijen is an Educational Advisor and Researcher at Breda University of Applied Sciences.
'Introduction. Part 1. Designing, Staging and Managing Experiences. 1. The Concept of Experiences. 2. Understanding your End Users. 3. Understanding the Design Process. 4. Designing Experiences. 5. Staging and Managing Experiences. Part 2. Sustainable Development and the Role of Businesses and Professionals. 6. Sustainable Development and Blurring Boundaries. 7. Sustainable Organisation Models and Principles. Part 3. Co-creating Sustainable Experiences. 8. Sustainability and Experiences: A Match Made in Heaven?. 9. Designing Sustainable Experiences and Organisations. 10. …Or Rather, the Epilogue.
| Erscheint lt. Verlag | 30.6.2026 |
|---|---|
| Zusatzinfo | 46 Line drawings, black and white; 7 Halftones, black and white; 53 Illustrations, black and white |
| Verlagsort | London |
| Sprache | englisch |
| Maße | 174 x 246 mm |
| Themenwelt | Sachbuch/Ratgeber ► Sport |
| Wirtschaft | |
| ISBN-13 | 9781032964355 / 9781032964355 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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