Staging experiences and providing optimal customer experience has become the new battlefield within the marketing segment, since the introduction of experience economy. The modern customer has multiple devices, channels and touchpoints to interact with the organization and with rapidly changing digital technology, where the product or service information are available online 24/7, he/ she is in-charge of his/ her own experiences. This multitude of options pose great challenges for the organization to understand customer needs, expectations, and behavior, and predict and manage customer experience. Despite numerous studies and streams of literature, several authors, scholars, and practitioners have developed fragmented frameworks and models that partially addresses this multidimensional construct of customer experience. Furthermore, things get complicated when these fragmented constructs are used by the luxury travel industry to design, develop, and manage customer experience. Therefore, in order to address this broad concept and provide the organization with a holistic framework that can be leveraged for providing customer experience, we conducted a qualitative multi-case study, that included 14 semi-structured interviews from various actors within the supply- chain of the luxury travel industry. Using thematic analysis, the rich empirical data from the interviews were analyzed and transformed into sub-themes and themes. Keeping these themes as the foundation, we propose an integrated conceptual model that captures a firm integrating customer and co-creation perspectives to provide customer experience. This integrated model consists of five building blocks, Organizational Factors, Design, Delivery and Management of customer experience, Co-Creation, Customer Experience Insights / Metrics and Moderating Factors, that coupled together should influence customer experience. Using this conceptual model, we analyzed how different actors within the supply-chain provide customer experience. Subsequently, we also develop a customer journey map (from a customer perspective) consisting of customer needs, channels, and touchpoints to understand the critical touchpoint that act as the primary contributors for providing customer experience. And finally, we highlight the driving factors and barriers for providing customer experience within luxury travel industry.

Vikten av de fysiska och interaktiva omgivningsdimensionerna i servicelandskapet på livsstilshotell har omvärderats. Bakgrunden till detta beror på det pågående skifte som fortgått under en längre tid av den varudominanta logiken till den servicedominanta logiken. Att vara det hotell som får gästernas uppmärksamhet, helhjärtat, kan vara avgörande för vilket hotell de väljer. Det påverkas inte bara av hotellets läge, erbjudande av kärntjänst utan vilket typ av upplevelse de har att erbjuda. För att utforska det här byggs studien upp på Bitners modell för servicelandskap tillsammans med Pine och Gilmores upplevelseekonomi-modell. Genom fältstudier undersöks de materiella och immateriella aspekterna som kan ingå i omgivningsdimensionerna i servicelandskapet samt gästernas emotionella reaktioner på upplevelsen. Hotellen kategoriseras i upplevelseekonomi-modellen samt jämförs mellan varandra. Syftet med undersökningen är att generera kunskap kring vilka dimensioner och variabler som livsstilshotell använder, samt vilka som är mest värdefulla för att skapa en stark upplevelse. Studiens resultat visar att hotellen inom de olika kategorierna i upplevelseekonomi-modellen använder de interaktiva och fysiska omgivningsdimensionerna på olika sätt. Beroende på vilken typ av upplevelse hotellen vill skapa och förmedla krävs det olika mycket engagemang i de olika dimensionerna och dess variabler. / The importance of the physical and interactive dimensions of the service landscape in lifestyle hotels has been re-evaluated. The reason for this is due to the ongoing shift that has continued over a long period of time from the goods-dominant logic to the service-dominant logic. Being the hotel that gets the guests' attention, wholeheartedly, can be decisive for which hotel they choose. This is not only affected by the hotels location, core service offerings, but the kind of experience the hotel have to offer. To explore this, the essay uses Bitner's model for the servicescape together with Pine and Gilmore's experience economy model. Field studies investigate the material and intangible aspects that can be included in the ambient dimensions of the servicescape as well as the guests' emotional reactions to the experience. The hotels are categorized in the experience economy model and compared between each other. The purpose of the essay is to generate knowledge about the dimensions and variables that lifestyle hotels use. Which are most valuable for creating a strong experience based on the different categories in the experience economy model. The results of the study shows that the hotels within the different categories in the experience economy model use the interactive and physical environmental dimensions in different ways. Depending on the type of experience the hotels want to create and convey, the various levels of commitment to the different dimensions and its variables are required.

Digital transformation effects the way companies engage with their customers, which is reflected in the post-purchase offerings. This change and added utilization of digital technologies allow companies to capture more data about their customer through different sources and by having the digital capabilities to transform this data into knowledge, companies can offer better products and personalized experiences. The purpose of this thesis is to investigate how a traditional company in the white goods sector can improve its post-purchase phase offerings to engage with its customers, through the use of digital technologies, by conducting a case study on Electrolux. To do so, an extensive literature review was conducted and key learnings used to investigate the post-purchase offerings from Electrolux, compared with three traditional and eight born digital companies. Empirical data is collected through direct observation, desk research, and interviews. Overall, the analysis revealed Electrolux offers about the same to its customers as the other companies in the post-purchase phase. However, the differences are in the process behind the creation of each offering. This lead to the creation of a substantive model that presents the process by which a company in the white goods sector can deliver personalized and data-driven experiences to their customers. The model additionally outlines the need for a quick-learning environment, developed through testing and experimentation within the companies. Concluding, the conclusions and recommendations suggested identifies what focuses need to be implemented by traditional companies in the white goods sector in order to succeed in a digital environment.

Актуальность данной работы обусловлена тем, что музейные комплексы с началом развития компьютерных технологий стали терять свою привлекательность для посетителей. Развитие технологий привело к созданию новых форм общения и социального взаимодействия. Для поддержания конкурентоспособности музеям в настоящее время необходимо все больше взаимодействовать с IT-сферой. Возможности дополненной реальности позволили создать целый ряд новых приложений, принципиально меняющих подходы к предоставлению пользователю услуг, в том числе и в музейной деятельности. Объектом исследования являются технологии дополненной реальности, применяемые в туристской отрасли. Предметом исследования является применение технологий дополненной реальности в музейных экспозициях Екатеринбурга. Цели исследования: а) оценить перспективность использования технологий дополненной реальности в экспозициях музеев Екатеринбурга; б) предложить проект создания музейной экспозиции с применением технологий дополненной реальности. Поставленная цель предопределила решение следующих задач: 1. Теоретически описать изучаемый предмет, очертить понятийные рамки изучаемого предмета. 2. Провести эмпирическое исследование, направленное на оценку. 3. Интерпретировать полученные данные, исходя из гипотез исследования. В процессе решения поставленных задач были получены следующие результаты: 1. Музейные экспозиции с технологиями дополненной реальности пользуются спросом. 2. Регулярные обновления AR-приложения помогают увеличить поток посетителей музеев. 3. Посетители музеев готовы платить за новые впечатления, полученные с помощью дополненной реальности, больше. 4. В последней главе предлагается проект создания музейной экспозиции с применением технологий дополненной реальности, посвященный Универсиаде 2023. Полученные автором результаты содержат предложения по внедрению технологий дополненной реальности в экскурсионные услуги музеев Екатеринбурга. Результаты исследования представляют ценность для туристского потенциала города и могут найти применение в музейных экспозициях. Диссертация состоит из введения, четырех глав, заключения и двух приложений. / Relevance of the research topic. The relevance of this work is due to the fact that museum complexes with the beginning of the development of computer technologies began to lose their attractiveness for visitors. Advances in technology have led to the creation of new forms of communication and social interaction. To maintain competitiveness, museums now need to increasingly interact with the IT sector. The possibilities of augmented reality have made it possible to create a number of new applications that fundamentally change the approaches to the provision of services to the user, including in museum activities. Object of study. The object of the research is augmented reality technologies used in the tourism industry. Subject of study. The subject of this research is the use of augmented reality technologies in museum exhibitions in Yekaterinburg. Goals and objectives of the study. Research objectives: a) assess the prospects of using augmented reality technologies in expositions of museums in Yekaterinburg; b) propose a project for creating a museum exposition using augmented reality technologies. This goal predetermined the solution of the following tasks: 1. Theoretically describe the studied subject, outline the conceptual framework of the studied subject. 2. Conduct empirical evaluation research. 3. Interpret the findings based on the hypotheses of the research. In the process of solving the assigned tasks, the following results were obtained: 1. Museum exhibitions with augmented reality technologies are in demand. 2. Regular updates of AR applications help to increase the flow of visitors to museums. 3. Visitors to museums are willing to pay more for new augmented reality experiences. 4. The last chapter proposes a project to create a museum exhibition using augmented reality technologies dedicated to the Universiade 2023. The results obtained by the author contain proposals for the implementation of augmented reality technologies in the excursion services of museums in Yekaterinburg. The research results are valuable for the tourist potential of the city and can be used in museum exhibitions. The dissertation consists of an introduction, four chapters, a conclusion and two appendices.

This study uses a mixed methods approach to investigate how individuals perceive nature and engage with Texas state park (TSP) programs and resources while also identifying major barriers that visitors perceive/encounter when visiting TSPs. This study looks through the anthropological lens by using theoretical frameworks such as habitus, presentation of the social self, space and place, as well as communities of practice (CoP), to better understand the factors that influence the establishment and maintenance of an individual's relationship to nature and participation in related practices. This study illustrates how an individual's relationship to nature is influenced by experiences in early life that involve activities, landscape or bioregion, and social factors. Relationships with nature are strengthened through social support especially when CoPs are involved. By understanding park visitor experiences through motivations and limitations to participating in the outdoors, parks can expand engagement tactics, foster existing and create new CoP related to nature that aid in the introduction and adoption of outdoor learning and experiences creating lifelong stewards. The study offers recommendations on how TSPs can address visitor barriers and increase nature affinity with the use of targeted outreach and engagement methods through agency interpretive resources and programs with the goal of expanding the public's relationship with nature.

Titel: Influencers och upplevelsens roll i marknadsföring - En kvalitativ studie om hur influencer marknadsföring påverkar konsumenter till impulsköp ur ett upplevelseekonomiskt perspektiv  Nivå: Examensarbete på grundnivå (kandidatexamen) i ämnet företagsekonomi  Författare: Linn Andersson och Sanna Högsäter  Handledare: Alice Schmuck  Datum: 2024-maj Syfte: Syftet med arbetet är att förstå hur influencers marknadsföring påverkar konsumenter till impulsköp ur ett upplevelseekonomiskt perspektiv.  Metod: Studien har använt sig av en kvalitativ ansats i form av semistrukturerade intervjuer. 18 intervjuer har genomförts med respondenter som är användare av sociala medier och inom studiens åldersavgränsning. Därefter har en tematisk analys gjorts med hjälp av ett kodningsträd.  Resultat och slutsats: Resultatet påvisar att influencer marknadsföring lockar till impulsköp på grund av dess smidighet och lättillgänglighet till köp i form av direktlänkar och rabattkoder, vilket traditionella marknadsföringskanaler saknar. Däremot framkommer det att köp från påverkan av influencer marknadsföring sker i större utsträckning som planerade köp än impulsiva köp. Med anledning av att konsumenter tar till sig marknadsföringen som inspiration och rekommendationer för att på egen hand göra efterforskning innan köpbeslut, med undantaget när det erbjuds rabattkoder. För att influencers ska engagera konsumenter i deras marknadsföring och skapa en upplevelse behöver de visa, testa och beskriva varan eller tjänsten som marknadsförs i detalj, samt anpassa marknadsföringen utefter konsumenters behov och deras preferenser med tilltalande marknadsföring.  Examensarbetets bidrag: Vår forskning utvidgar begreppet upplevelseekonomi och bekräftar att influencer marknadsföring har möjligheter i sitt utformande av marknadsföring att skapa upplevelse. Praktisk bidrar studien till insikter hur influencer marknadsföring bör erbjuda rabattkoder för att locka till impulsköp och visa, beskriva samt testa varan eller tjänsten för att engagera konsumenter till konsumtion.  Förslag till fortsatt forskning: För vidare forskning föreslås en studie inom samma område, däremot med en annan metodansats. En kvantitativ ansats föreslås för att ge en större del av populationen möjlighet att bidra med åsikter och beteende. Vidare forskning kan även avgränsa sig till andra målgrupper.  Nyckelord: Upplevelseekonomi, upplevelsebaserad marknadsföring, Influencer marknadsföring, traditionell marknadsföring, impulsköp, planerade köp. / Title: Influencers and the experiences role in marketing - A qualitative study on how influencer marketing influences consumers to make impulse purchases from an experience economy perspective  Level: Student thesis, final assignment for Bachelor´s Degree in Business Administration   Author: Linn Andersson and Sanna Högsäter  Supervisor: Alice Schmuck Date: 2024-May  Aim: The purpose of the work is to understand how influencer marketing influences consumers to make impulse purchases from an experience economy perspective.  Method: The study has used a qualitative approach in the form of semi-structured interviews. 18 interviews have been conducted with respondents who are users of social media and within the age limit of the study. Subsequently, a thematic analysis has been carried out using a coding tree.  Results and conclusions: The result shows that influencer marketing attracts impulse purchases due to its flexibility and easy accessibility to purchase in the form of direct links and discount codes, which traditional marketing channels lack. However, it appears that purchases from the influence of influencer marketing occur to a greater extent as planned purchases than impulsive purchases. Due to the fact that consumers take the marketing as inspiration and recommendations to do research on their own before purchasing decisions, with the exception when discount codes are offered. In order for influencers to engage consumers in their marketing and create an experience, they need to show, test and describe the product or service being marketed in detail. As well as adapting the marketing according to consumers' needs and their preferences with appealing marketing.  Contribution of the thesis: Our research expands the concept of experience economy and confirms that influence marketing has opportunities to be shaped by marketing to create experience. Practically, the study contributes to insights into how influencer marketing should offer discount codes to attract impulse purchases and show, describe and test the product or service to engage consumers in consumption.  Suggestions for future research: For further research, a study in the same area is proposed, but with a different methodological approach. A quantitative approach is proposed to give a larger part of the population the opportunity to contribute with opinions and behavior. Further research can also be limited to other target groups.  Key words: Experience economy, experience-based marketing, Influencer marketing, traditional marketing, impulse purchases, planned purchases.

The thesis explores the evolution of Chinese travel journalism since 1978, the year China launched its economic reforms and opened to the international community and examines its role in facilitating social changes. Discussion is based on texts from the print, television and online media. Four case studies illustrate how Chinese media are influenced by the state, the market and readerships. The central argument of this thesis is that Chinese travel journalism has established itself as a recognised genre of popular journalism due to rapid growth in tourism along with market-driven reforms. Travel journalism has developed within the official media (the Party press), negotiated media (commercially oriented) and flexible (online) media. These divisions promote a range of information, advice and discussion available to travellers and tourists. In the case of the official media, the information is framed by concerns to regulate; in the case of the negotiated media, there is more scope for commercial promotions; the flexible online media allows non-professional participation. As such, the development of travel journalism reflects the evolution of Chinese media from a propaganda institution to a modernising media industry, and more recently, to a platform for personal expression and alternative voices. The government support for the development of the tourism market has been a strong spur for the growth of travel journalism, and the discourses of Chinese modernisation are carried through the popularisation of travel as a subject in the media. Chinese travel journalism provides advice on social conduct for travellers, both in domestic and international situations, and it influences national self-perceptions and international outlook. Developing in the broader context of social, economic and cultural changes, travel journalism provides a valuable gauge for the study of transformations in Chinese society and Chinese lifestyles.

De la 1ère extinction massive il y a 443 millions d’années, à la catastrophe nucléaire de Fukushima en 2011, notre planète nous montre qu’elle est un organisme vivant en perpétuelle évolution. Alors que les catastrophes et les crises rythment l’humanité, il semble se révéler que les ruptures d’hier permettent les constructions de demain. Le concept polysémique de crise s’est imposé au travers des âges, pour nommer ce qui paraissait indéfinissable. En s’enrichissant de l’histoire ancienne et moderne, ce travail de recherche essaye d’appréhender la notion de crise dans son système. L’approche écosystémique contribue alors à bien discerner ce qui la caractérise. Ce travail effectué nous autorise alors à étudier ce qui constitue la nature de la crise. L’ambition étant de décrypter les ruptures pour éviter le chaos. Comme nous l’apprenait Antoine Lavoisier « rien ne se perd, rien ne se crée, tout se transforme ». Pour y arriver, les retours d’expériences et la théorisation des bonnes pratiques nous démontrent qu’il est nécessaire de bien discerner la nature de l’équilibre propre à notre système pour réussir à identifier les éléments du socle qui nous constitue. Il se révèle alors vital de déterminer ce qui constitue notre homéostasie, ce qui caractérise un écosystème qui résiste aux changements (perturbations) et arrive néanmoins à conserver un état d’équilibre. Cette analyse nous permet alors d’étudier et d’envisager les process nécessaires à mettre en place pour augmenter notre résilience. / From the 1st massive extinction 443 million years ago to Fukushima’s nuclear catastrophe in 2011, our planet never stopped demonstrating it is a living organism continually evolving. As disasters and crisis are pacing humanity, it seems that the past disruptions are leading to the future achievements. The polysemous nature of crisis has emerged through ages, to define the indefinable. Enriched with modern and ancient history, this study tries to circumscribe the notion of crisis. An ecosystem approach helps identifying its features. The work done allows us to study the origins of crisis. The ambition is to decipher disruptions in order to avoid chaos. As Antoine Lavoisier would put it « noting is lost, nothing is created, everything is transformed », but to succeed, best practices and operating experience show us that we must understand the real nature of our system, and clearly identify the basics. It is essential to identify what constitute our homeostasis, what are the features of an ecosystem that stands firm and maintain its balance, this analysis allows us to study and consider the necessary processes that must be implemented in order to increase our resilience.

Museums contribute to the cultural landscape of a country. To attract visitors, museums should embrace new technology and constantly expand their offerings. This projects desired outcome was to develop a post-visit experience that would enhance visitor satisfaction, increase the likelihood of revisits, and encourage visitors to share their experiences with others. The design concept heavily relied on the principles of Experience Economy theory. In the proposed study, visitors at Tekniska museet in Stockholm got to, for 48 hours, farm a cell at home using an Augmented Reality (AR)-based smartphone application. The proposed application’s effectiveness was compared to that of visitors who did not utilize the application during the same 48-hour period. However, based on the study’s findings, there was no statistically significant improvement in overall satisfaction, short-term or long-term revisit intentions, or word-of-mouth intentions among the participants who engaged with the AR experience. Several factors could have contributed to this outcome, such as suboptimal user experience within the application, technical difficulties, and the limited duration of the testing period. Nevertheless, the results did indicate a positive attitude toward the general concept of "bringing the museum home." This suggests that museums should further explore the potential of such approaches, despite the specific implementation in this study not yielding the desired outcomes. / Museer bidrar till ett lands kulturella landskap. För att locka besökare bör museer omfamna ny teknik och ständigt expandera sitt utbud. Projektets mål var att utveckla en upplevelse som skulle förbättra besökarnas tillfredsställelse med besöket, öka sannolikheten för å terbesök och uppmuntra besökarna att dela sina upplevelser med andra. Designkonceptet byggde starkt på principerna i Upplevelseekonomi-teori. I studien fick besökare på Tekniska museet i Stockholm möjlighet att, efter sitt besök, under 48 timmar odla en cell hemma med hjälp av en AR-baserad smartphoneapplikation. Den föreslagna applikationens effektivitet jämfördes med besökare som inte använde applikationen under samma 48-timmarsperiod. Studiens resultat visade ingen statistiskt signifikant förbättring av total tillfredsställelse, kortsiktiga eller långsiktiga återbesöksavsikter eller avsikter att rekommendera upplevelsen till andra. Flera faktorer kan ha bidragit till detta resultat, såsom bristande användarupplevelser i applikationen, tekniska problem och den begränsade testperioden. Trots detta visade resultaten en positiv inställning till den generella idn om att "ta museet hem". Detta tyder på att museer bör fortsätta utforska potentialen med sådana tillvägagångssätt, trots att den specifika implementationen i denna studie inte gav ö nskade resultat.

十世紀的文化創意產業伴隨著科技的進步，已經逐漸成為生活文化中重要的產業項目。文創產業成為世界各國注意的焦點。台灣能不能吸引創意新貴、文化創意人久居 將決定台灣未來是否衰退。 文化及文創產業之所以受到矚目，乃是因為現實生活中，文化掌握關鍵角色的社會階層愈來愈有影響力。所謂的「創意新貴（Creative Class）」的社會階層會是肩負二十一世紀發展最為重要的階層。 文化創意人非常關心自然環境、人權、和平、和精神層面，是六○年代市民.學生運動的始祖。 對於「創意新貴」沒有吸引力，缺乏文化性的國家、區域、以及都市將會日益衰退。 本研究透過個案研究方式，使用Rchard Florida、Elizabth Currid、出井伸之、青木貞茂、村上隆、野中郁次郎、茂木健一郎、李仁芳等美、日、台等產學業者的創意經濟理論，對京都3家文創老產業、藝匠產業，進行個案研究，尤其針對其中一家四百年歷史的唐長進行深度個案研究，分類歸納這三家老文創產業長青因素何在。 研究發現，京都老產業之所以長青是因為吸取了京都歷史、地理所孕育而來的京都特有文化風格與美學，並且以嫡傳精簡家族為經營核心；將京都的山川文明、歷史文化、家族傳承精華內化成自己的內隱知識；並且不斷地歷史、在地文化、甚或國際衝擊，以螺旋方式激盪出屬於自己的有機學習組織。 不過這中間最關鍵的還是這個藝匠達人是否對所繼承的藝匠家業充滿熱情與中興的慾望；以及京都市政府本身是否有意持續維持京都的優勢。 研究結果建議1︰民間業者方面，必須能向時間縱軸──歷史學習；也必須能向所在地理橫軸──所在地的文化孕育老產業的美感，做知識螺旋，結合時空環境下，孕育而來的美學創新素養，將外顯知識內化，內化之後，再成為文創產業的內隱知識，再繼續傳承下去。 建議2︰國家及在地政府必須重視各個地方的歷史與文化的原味封存以及鼓勵觀光客來個文化之旅，才能活絡地方的新陳代謝。 / As technolgy innovations accelerate, creative industries have gained more prominance in our daily life in the 20th century.Creative Industries have drawn attentions in every develped country.Whether Taiwan can attract the new creative class and culture glitterati will determine Taiwan's path fo development. The creative industries have gained more and more influence in today's society. The so-called "Creative Class" is the most primary and significant social class in the 21th century. The creative class is concerned about environment, human rights, peace, and spiritual wealth. They are the forerunners of civil movement and student activism in the 1960s. The countries, regions, and cities, who failed to attract creative class, will face the inevitable fate of decline. This study attempts to explore the reason of longevity and sustainibilty of Kyoto's creative industries. Through the methodology of case studies. This thesis draws on theories of Richard Florida, Elizabeth Currid、 Nobuyuki Idei 、Takashi Murakami、Yuichiro Nonaka、Ken Mogi、Renfan Lee This thesis focus on deep analysis of one 400-years-old 唐長 and discussion on other 2 craftmanship and creative enterprises in Kyoto to arrive at the conclusion of ever-gr0wing vitality of Kyoto's creative industries. This studies find out that the old creative industries in Kyoto has absorbed the historial tradition, geographical characteristic, and culture uniqueness of Kyoto. The core philosophy of management is familial succession. The historical tradition, geographical characteristics and family management have become implicit knowledge and gives birth to Kyoto-unique organic learning organiztion. This research suggests that private enterpreneur should learn from local history and local culture and distill geniune local flavors, refine the aesthetic flavors into "knowledge spiral," and make the implicit knowledge of knowledge to pass on to future generations. The second advice is that county and local government should encourage the preservation of local culture and culture tourism to lay the foundation for future new creative enterpreneurship.