HTM 3120 Lecture Notes - Lecture 2: The Experience Economy, Industrial Society, Intangibility

• School: University of Guelph
• Department: Hospitality and Tourism Management
• Course: HTM 3120
• Professor: Mark Homles

Document Summary

Weekly topics: review key concepts from previous class, characteristics of service. Industrial society; specializing in certain tasks: post-industrial society; looking for service, experience economy; service to be staged. Experience design principles: theme the experience, harmonize impressions with positive. Cues; what"s positive about buying the product: eliminate negative cues; reasons not to use service, mix in memorabilia; free marketing, engage all five senses. Distinctive service characteristics (challenges of managing services) *key terms. Service factory: airlines, trucking, hotels, automated car wash. Challenges for managing low interaction / low customisation should be standardized: marketing, attention to physical surroundings, standard operating procedure, rigid hierarchy. Supporting facility: the physical resources that must be in place. Facilitating goods: the material purchased or consumed by the buyer or items provided by the consumer; ex. food items. Information: operations data or information that is provided by the customer to enable efficient and customized service; ex. patient medical records, seats available on a flight.