TOUR2001 Lecture Eight

• Idea made popular by Pine and Gilmore (1999)
• Supposedly the next stage in progression of production and consumption

• "experience occurs whenever a company intentionally uses services as the stage and goods as props to enage an individual"
• "a customer experience is an interaction between an organisation and a custome. It is a blend of an organisations physical performance, the senses stimulated and emotions evoked..."

A set of intangible activities carried out on their behalf

They pay to spend time enjoying a series of memorable events a company stages to engage them in a personal way

• Sense
• Feel
• Think
• Act
• Relate

• Virtual vs Real
• Novel vs Common
• Aim of the experience

Type of value or benefit - either utilitarian (functional benefit) or hedonic (just enjoyable)

• - Aticipation
• - Transit experience
• - On-site experience
• - Return transit experience
• - Reflection

Social and psychological influences

• Offer visitors some sort of value or benefit
• Personal relevance for the customer
• An element of learning
• Interaction/engagement
• Novelty/surprise
• Happen over time
• Multisensory
• Memorable
• Co-created

• Real
• Genuine
• Untouched
• Unspoiled

• 1. Front Stage
• 2. Staged Authenticity
• 3. Authentic Backstage region

• Recrational tourist - physical activity
• Diversionary tourist- escaping everyday life
• Experiential tourist - search for authentic experiences
• Existential tourist - total immersion in culture & lifestyle of dest.
• Experimental tourist - desire to be in contact with local people

• combination of people and setting
• people based experiences in isolation
• environment or setting based
• experiences in isolation