Upplevelseplan för Öckerö Resort lyder underrubriken på denna uppsats. Öckerö Resort är ett kommande resort nära Göteborg som förhoppningsvis inom kort ska öppna portarna för gästerna. Tanken bakom namnet upplevelseplan ligger i fokuset på upplevelser, därav upplevelseplan och inte marknadsplan eller affärsplan. Tre huvudteman kommer vara fundamentet i denna uppsats, som också kommer att genomsyra alla olika delar i uppsatsen. Storytelling, Värdskap och Upplevelseekonomi ska i slutet mynna ut i konkreta förslag på hur Öckerö Resort kan jobba för att tillfredsställa kunden.   Upplevelseekonomi växer i vårt samhälle. Att tillfredsställa kunden blir allt svårare med den högre konkurrensen. Därför bör företag fokusera mer på hur de kan tillfredsställa kunden genom upplevelser. Upplevelseekonomi handlar både om vad man bör erbjuda tillsammans med hur och var man erbjuder det. Öckerö Resort kan erbjuda något i varje del av Pines och Gilmores modell (1999) om hur man definierar en upplevelse, som t ex skiftande design och mat efter årstiderna, fisketurer, föreläsningar och konferensanläggning och avslappning genom ljudböcker i naturen.   Det goda Värdskap handlar om att betjäna kunden och förstå vad denne vill ha och sedan tillfredsställa den önskan. Men för att bedriva det goda värdskapet bör man trivas med det jobb man har, sedan bör man välkomna varandra inom företaget, för att sedan kunna välkomna kunden på ett bra sätt. Storytelling för Öckerö Resort handlar om att försöka berätta något kunden tycker är intressant. En grundarberättelse är det som jag kommit fram till, tillsammans med att marknadsföra sina medarbetare i media genom storys.   I och med att Öckerö Resort bara är i introduktionsstadiet valde jag sekundär empiri, och har försökt ta fram goda exempel för mina tre teman. Google, Island Hotel i Florida och JumboJet på Arlanda är de företag jag anser kan fungera som inspirerande exempel. De typiska dragen för de olika företaget överförs och anspassas sedan till Öckerö Resort situation.

Since the experience economy was introduced, many researchers and enterprises have been attempting to find new strategies for business development, thus adapting to this new economy. In this process, the innovative value proposition is discovered as a solution to deliver satisfactory service and experience to customers. As a result, people start to pay attention to how to create an innovative value proposition and use it to stage memorable experiences to customers, which is also the main task of conducting this paper. In this paper, the authors investigate the value propositions offered by two innovative hotels, Chiva-som and IceHotel in order to answer how to create value proposition by integrating operant and operand resources. And the study about customers’ perceptions on value propositions is used to reveal how customers perceive a good value proposition and use it create a memorable experience that they desire. At the end of this paper, the authors state a new frame of creating value propositions by presenting a model of resource integration methods (Figure 3), which includes resource-centric and co-creation centric aspects. Furthermore, the features of a good value proposition perceived by customers as well as the solutions to improve customer experiences with innovative value propositions are summarized respectively.

<p>The concept of experiences may not be all that revolutionary or new, however, the notion of an economy where experiences make up the core of all businesses is. This suggestion was made by Pine and Gilmore in 1999 in their bestseller “The Experience Economy”, and since then, the concept has received a lot of positive attention. Critics of the authors’ proposal still remain few in number, and there is a lack of research re-garding experiences and consumers.</p><p>As the authors of this thesis we posed ourselves positive to the Experience Economy in general, but also a bit hesitant to the idea of companies offering experiences in all consumer contexts. Due to the lack of research regarding the demand side, we set out to explore the phenomenon of the Experience Economy from the perception of consumers. By doing so we hoped to find whether or not a foundation for Pine and Gilmore’s (1999) idea exists.</p><p>In order to explore consumers’ perceptions of the Experience Economy, we focused on what is at the core of the concept – experiences. A qualitative research approach was decided upon, and three focus group interviews were conducted. The focus groups were made up of young consumers, parents of small children, and middle aged consumers.</p><p>The empirical findings indicate that a foundation for the claim that the Experience Economy is emerging does exist, at least to the extent that no substantial barriers have been identified. However, we believe that the notion of an experience-based economy is only to be discussed if the concept is somewhat widened in its claims. That is, our summation of the consumers’ perceptions of the Experience Economy suggests that experiences need to be viewed as existing along a spectrum, ranging from a negative to a positive extreme. Rather than just being at the positive extreme, as indicated by scholars, we believe that staged experiences in the Experience Econ-omy will range from the spectrum’s neutral centre to only on rare occasions touch upon the extraordinaire.</p>

Today, many museums both around the world and in Britain are in the process of renewing, rejuvenating, refurbishing and/or rebranding themselves. These museums are actually doing this in order to be able to respond better to the evolving needs and wants of consumers, which change continuously as a result of the transformations that take place in the consumer culture. The central aim of this thesis is to investigate the paradigm shifts happening in contemporary British museums, which evolve parallel to the evolving British consumer culture. These paradigm shifts actually seem to be a reflection of the paradigm shifts that are happening in 21st century museums all around the world, in general. Museums of today are highly interested in branding and they invest in it to a great extent. This is in part due to the effects of postmodernism on museums. This fondness for branding seems to turn museums into objects of consumption, makes them like other products in the market. Another aim of this thesis is to investigate how contemporary museums are defined as objects of consumption and managed as brands. For this purpose, Royal Albert Memorial Museum (RAMM), a British museum situated in Exeter, which has been going through an inclusive refurbishment process for the last four years, has been selected for carrying out an extended case study on. Diverse data collection tools have been used such as participant and non-participant observations were made; in-depth interviews with especially staff members and also some other stakeholders like volunteers and visitors were carried out, photographs were taken; website of the museum was analysed; a lot of field notes were taken and then these data have been analysed. The RAMM example and also the literature review made on world museums in general have shown that the museums of the last century have got into the direction of uniting and co-creating value with their visitors, in their museums. This is a thorough democratization process in the museum. In order for this to take place, museums have taken the interaction and participation levels with their visitors much higher. Detailed accounts on these and other phenomena about new museums can be found in the thesis.

The purpose of this study is to examine the relationship between the presence of the Arts (the arts, and museums) and Entertainment (Sports) industries and the core of the hospitality industry, being hotels and restaurants, in Sweden. More specifically, it deals with how the development of sport, the arts and museum industries is related to the development of Hotel and Restaurant industries in the country. This has been tested by multiple regression models and results do not reject the first hypothesis of the study which is the positive relationship between the development of Entertainment and Art industries and the growth of ‘Hotels with restaurant, except conference centers’. Nevertheless, only in the model which the dummy variables are applied does the museum industry fail to show any significant relationship for both, the years 2002 and 2010. The results regarding the second hypothesis expressed the growth of sport and art industries and how they are positively significantly associated with the growth of ‘Restaurants’ but affirmed that the museum industry has no considerable association. The results do not also reject the third hypothesis. However the growth of hotel and restaurant industries is not strongly related to the growth of museum industry in one model pertaining to the year 2010.

The National Zoological Gardens of South Africa is an animal-based tourist attraction that needs to offer a competitive product in order to remain relevant and to meet its various mandates. Functioning within the experience economy it strives to stage experiences that satisfy the motivations and expectations of its visitors. The study aimed at determining who visits the zoo, what motivates them to visit the zoo as well as what their expectations are and whether the zoo meets their needs in this regard. It also aimed at determining whether or not different demographic groups had different needs and whether their specific needs were being met. The study employed two self-administered questionnaires, using convenience sampling, whereby visitors entering and leaving the zoo where requested to complete the questionnaires. The data was analysed using SAS 9.2 programme and a further G-Test for goodness of fit was performed to determined dependency between race demographic and response. A total of 572 entry questionnaires and 293 exit questionnaires were completed. The two largest demographic groups that visit the zoo are white and black visitors who responded as a relatively homogeneous group. It was concluded that there were not responses in these two groups that indicated dependency between race and response. For the smaller demographic groups some of responses indicated a dependency between race and response but these form a small component of the zoo’s visitors. A high revisit and referral intention are good indicators of visitor satisfaction with 279 indicating their intention to revisit and 277 to recommend the zoo to family and friends. This study emphasises the importance of understanding the motivations, expectations and satisfaction of demographic groups as part of effective experience management. / Dissertation (MPhil)--University of Pretoria, 2014. / gm2014 / Tourism Management / unrestricted

With the shift nowadays towards an experience economy, the increased attention placed on memorable experiences and how to stage them can be viewed as a major trend which can act as a source of information regarding the stories that people share about themselves and their self-perceptions, as well as helping businesses make a step towards their guests. In this vein, rural tourism is highly consumed by people searching for these unique and memorable experiences, but the knowledge on tourists’ experiences in a rural setting are very limited. Therefore, this paper seeks to examine what memorable experiences tourists encounter in the rural setting, and more importantly, why were they memorable. In order to answer these questions, the researcher undertook a qualitative approach and in depth semi structured interviews were conducted with people who travelled in the Cluj Napoca County from Romania. The findings revealed an amalgam of experiences that people encounter in the rural setting, combined with various reasons why the experiences were considered memorable in the eyes of respondents. The main findings show how the optimal memorable tourism experience is usually comprised of several factors involving multiple experiential dimensions, and an important influence is represented by social interactions alongside positive emotions.

Today, brick-and-mortar retailers are facing changes, as we are moving away from a service economy towards an experience economy. These changes reshape customers´ preferences. Reatilers have shown an inability to adapt to these changes, indicating that there is a need for further insights on the subject. To address this lack of knowledge, this thesis aimed at investigating the customer experience in brick-and-mortar fashion retailers in order to obtain knowledge about how experiential offerings create perceived value and customer satisfaction, which ultimately leads to store attractiveness.  This study focused on investigating the customer experience holistically, by using the "Experience Economy 4E construct" together with three dimensions of perceived experiential value as a theoretical framework. The application of this holistic approach to the customer experience has until now been relatively unexplored, which justify the purpose of this thesis.  This qualitative study was conducted by using six semi-structured interviews. Furthermore, the emprical data collection was analysed using a thematic analysis. This generated valuable insights to which aspects were considered to create positive as well as negative feelings, which consequently affect customer satisfaction and store attractiveness.  The result showed that experiential offerings from brick-and-mortar fashion retailers create perceived experiential value, which in turn leads to customer satisfaction and store attractiveness. Furthermore, the result indicated that educational experiences, esthetic experiences and social interactions are the primary value-creating sources.

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