Open AccessJournal Article
Welcome to the Experience Economy
B J Pine nd,James H. Gilmore +1 more
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TLDR
The authors offer five design principles that drive the creation of memorable experiences that engage all five senses to heighten the experience and thus make it more memorable.Abstract:
First there was agriculture, then manufactured goods, and eventually services. Each change represented a step up in economic value--a way for producers to distinguish their products from increasingly undifferentiated competitive offerings. Now, as services are in their turn becoming commoditized, companies are looking for the next higher value in an economic offering. Leading-edge companies are finding that it lies in staging experiences. To reach this higher level of competition, companies will have to learn how to design, sell, and deliver experiences that customers will readily pay for. An experience occurs when a company uses services as the stage--and goods as props--for engaging individuals in a way that creates a memorable event. And while experiences have always been at the heart of the entertainment business, any company stages an experience when it engages customers in a personal, memorable way. The lessons of pioneering experience providers, including the Walt Disney Company, can help companies learn how to compete in the experience economy. The authors offer five design principles that drive the creation of memorable experiences. First, create a consistent theme, one that resonates throughout the entire experience. Second, layer the theme with positive cues--for example, easy-to-follow signs. Third, eliminate negative cues, those visual or aural messages that distract or contradict the theme. Fourth, offer memorabilia that commemorate the experience for the user. Finally, engage all five senses--through sights, sounds, and so on--to heighten the experience and thus make it more memorable.read more
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Journal ArticleDOI
Exploring the essence of memorable tourism experiences.
TL;DR: In this paper, the authors explored the essence of memorable experiences based on research from the field of psychology, with a view to understanding the cognitive processes that impede individuals from paying attention to their experiences, as well as the conceptual processes of memory formation and retention.
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A descriptive model of the consumer co-production process
TL;DR: In this article, the authors present a model of consumer engagement in co-production and propose an analytical framework for more advanced studies of the phenomenon from both descriptive and analytical points of view.
Proceedings ArticleDOI
Understanding experience in interactive systems
Jodi Forlizzi,Katja Battarbee +1 more
TL;DR: This paper characterize current approaches to experience from a number of disciplines, and presents a framework for designing experience for interactive system, showing how the framework can be applied by members of a multidisciplinary team to understand and generate the kinds of interactions and experiences new product and system designs might offer.
Journal ArticleDOI
Service Design for Experience-Centric Services
TL;DR: In this article, the authors examine the design of experience-centric services, particularly in the context of customer experience management, to promote differentiation and customer loyalty, and propose a set of design guidelines.
Journal Article
Development of a scale to measure memorable tourism experiences.
TL;DR: Choi et al. as mentioned in this paper developed a valid and reliable instrument that would offer tourism managers and planners a useful tool in understanding and planning for memorable tourism experiences (MTE) using the analysis technique of structural equation model.
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