HTH 102 Study Guide - Midterm Guide: Intangibility, Impression Management, Air Canada Centre

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Christopher Gibbs

Document Summary

It"s about service improvement: his personal experience. Working at air canada centre, it was all just brick walls, not an exciting place. They created a fan zone in gate 1, you see pictures of the team but not very interactive. Gave him ,000 to see what he can do to improve the place. He had experience from working at playdium, so what he did was he added into an. Escapist realm where customers participates in events (adding bubble hockey, basketball shooting and other games for children to play) The memory doesn"t come from the product, it comes from making something memorable, creating an emotional connection with the customer. 5 ways to make a memorable experience: theme the experience. Eatertainment such as hard rock cafe, rainforest cafe, real sports bar. It is where you theme the experience, with giant screens, amazing food, amazing service: harmonize impressions with positive cues.