HTT 202 Lecture Notes - Lecture 1: Internal Communications, Mobile Commerce, Self-Service

• School: Ryerson University
• Department: Hospitality/Tourism
• Course: HTT 202
• Professor: Sonya Graci

Document Summary

1. according to the experience economy by pine & gilmore, describe (cid:1) the five ways to create memorable experiences. Engage all five senses (cid:1) (cid:1) (cid:1) (cid:1) (cid:1) (cid:1) (cid:1) (cid:1) Enhanced abilities to identify new market opportunities. A more effective marketing way to meet the needs of individual segments. A more efficient allocation to marketing budget. Customer actions all the steps taken by the consumers during service delivery. Onstage actions the face to face contacts with customers during service delivery by the employees. Backstage actions the invisible actions taken by employees to impact the customer experience. Support processes all the contributions made by the employees within the company. Physical evidence is done at each point of customer contact. 4. describe the different elements of the servicescape model. People may be part of the service experience. Customers may be involved in co production. Services are often difficult to understand and visualize.