Please enable JavaScript.
Coggle requires JavaScript to display documents.
What constitutes a hospitality/workplace experience? Final Product -…
What constitutes a hospitality/workplace experience? Final Product
Customer Journey
Different touch points will have different impacts on different types of customers (Smit et al., 2018)
A customer journey incorporates all relevant events a customer experiences prior, during during and after consuming a specific product or service (Smit et al., 2018)
The characteristics of specific touch points within a customer journey determine what types of experiences will be linked to consuming a specific product or service (Smit et al., 2018)
The 3 building blocks
(de Keyser et al., 2020)
Touchpoints
Nature
Stage (pre, during, post)
Control (direct or indirect)
Quality
Valence
Time Flow
Participation level
Ordinariness
Dimensionality (Physical, Social, Sensoral, Cognitive
Context
Market
Individual
Social
Environmental
Interactive Experience
Personal context
Is influenced by the purpose or motivation to do something, linked to personality, personal skills, expectations and experiences (Smit et al., 2018)
Increase of guest satisfaction and brand loyalty (Melissen, et al., 2018)
Expectations
Set by company (marketing)
Set by earlier experiences at the company or its competitors
Created by word-to-mouth and (online) reviews
Humanic Clues
Are most important in exceeding customers' expectations for interactive services (Berry et al., 2006)
On the one hand, The measures against the spread of COVID-19 can neglect humanic clues. On the other hand, immediate responses from service providers were never so important in order to guarantee the safety of the guests. This is made possible via technological means, which positively influence customer experiences (Bonfati, Vigolo, and Yfantidou, 2021).
Every encounter is a multi-faced experience (Anshul et al, 2014).
Social context
There are numerous unexplored processes that can lead to memorable experiences outside of the social context (Fatemi et al., 2004)
Other customers' behaviour influences the interactive dimension of an organizations' service performance (Lehtinen et al., 1991)
Emotions in Experiences (Bastiaansen et al, 2019)
Subjective (How people feel emotions)
Expressive behaviour (how people act them out)
Physiology (bodily changes that could happen)
Some researchers conclude 'customer interaction' is an uncontrollable and unmeasurable factor (Chua et al., 2014)
With customers & employees ( Bustamente & Rubio, 2017)
Physical
The employee’s productivity is also connected to the experience of the productivity, as the productivity is a result of the feelings and behavior of the employee. The outcome of this study stated that organizations must maintain a better environment in order to improve the productivity of the employee. Research found out that employee performance and the workplace environment have a direct and positive connection (Maarleveld, 2011).
The assets of the physical environment like the tangible elements, influenced the behavior of the guests (Huffman, 2015).
Can set the mood and tone of an experience (Mintz, 1954; Maslow and Mintz, 1956; Lewinson, 1997)
The lay-out, sings, ambient conditions; air-quality, smell, temperature and lighting
Mechanical Clues
Also known as physical environment, atmospherics, servicescape, etc., which can be explained as the actual environment that is being designed with sights, smells, sounds, tastes, and textures (Donally, 2009).
Type (stages) of experiences
Extended experiences
Even though a person has experiences numerous events taken place in the same physical context, the whole period is remembered as one entity (Smit et al., 2018)
Peak experiences
One-off events that do not last for a long time and their outcome is a lasting memory of that event or encounter (Smit et al., 2018)
Transformative experiences
They are absorbing rather than immersive and usually provoke learning or sustained changes in a person (Smit et al., 2018)