STHM 1113 Lecture Notes - Lecture 1: Spotify, Apple Music, Intangibility

• School: Temple University
• Department: Tourism & Hospitality Management
• Course: STHM 1113
• Professor: Ben Altschuler

Document Summary

Role between consumers in services and experiences. More personal ie. ben"s couch getting cleaned (services) and they incorporate you (experiences) Tangible end result (service) and intrinsic end result ie. football win (experience) Unlike services, experiences are an open environment. Customer or consumer must be considered an active participant. You have to go and get the food, order, clean table (therefore, you"re a participant) Services: you can leave and people will do the service for you. Customers are all different, so no single management will suffice. Challenge: you don"t see the end result. Customer-the input (without the customer, you cannot create product) Important to understand where experience is supposed to take place. Front office vs back office (you don"t want the customer to see the back office) Cars: back office=factory where they are made versus the front office=the dealership. Created and consumed at the same time.