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4 Cards in this Set
- Front
- Back
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Traditional View of Hospitality |
Providing guests with care and comfort. Focus on service quality, guest satisfaction, and incremental innovation. |
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21st Century View of Hospitality |
Guests want an experience. A subjective, psychological, sensory event. Focus on story structure, feeling-based design, and aligning marketing promises with service system.. |
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Progression of Economic Value |
As services become more differentiated and customized to the needs of the customer the customer will be more willing to pay more money for them. |
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Designing Memorable Experiences |
Craft the service story, determine plot points and resulting experiences, shape impressions with positive touch points, eliminate negative cues, mix in memorabilia, and engage the senses. |
