在體驗經濟 (Experience Economy)時代中，消費者敏感點(Consumer Sensibility)已由服務導向的「品質」(Quality)，轉為體驗導向的「真實性」（Authenticity）展現。因為惟有企業滿足消費者真正需求－提供真實且客製化的產品與服務時，才可以確實打動消費者；並在「控制成本」及「提升品質」的市場競爭中，切割出一個價值型利基的市場區隔。 體驗型企業必須依其「產業特性」與「競爭優勢」，針對目標消費者進行產品與服務的真實性展現。特別是在產品設計、傳達研究、空間設計三個領域中，建構一個有利於消費者辨別的企業識別系統－「行銷美學」(Marketing Aesthetics)，以透過各式各樣的感知經驗來吸引顧客，並與競爭對手產生差異化區隔。 以行銷美學展現企業真實性的「差異化」策略中，最具有效力的方式是「場所營造」(Placemaking)。使潛在與既有顧客在極為吸引人的場所進行體驗，一方面無可抗拒地注意到企業的產品與服務，進而消費購買，另一方面潛移默化地接受其傳遞的企業形象與價值認同，提高品牌忠誠度。 本文試圖結合行銷美學的「風格與主題分析」方法，以及聯合國文教組織(UNESCO)世界遺產公約作業準則中「真實性」研究，建立一個研究體驗型企業在「場所營造」構面，展現企業真實性的初步評估架構。並且以台灣現今較具產業特色與競爭強度的體驗型企業－肯園、食養文化山房、夏姿采采食茶文化等作為研究個案，藉以剖析市場現況及驗證評估架構。 在場所營造的風格與主題分析架構中，五種「真實性表現」－天然的、原創的、獨特的、參照的、影響的，充分對應於「場所營造」的材料、設計、手工藝、場所及精神／情感的五大構面，形成不同的企業特質(風格與主題)。亦即此一分析架構應可有效協助企業進行系統性、架構性設計思考與服務流程規劃。 在個案分析驗證中，因台灣多為小型文化創意或中型品牌跨界型公司，並無迪士尼或環球影城等類似組織成熟的大型企業，所以創新者的個人價值觀與美學傾向，易即是企業的行銷美學；卻也更易產生出獨特且展現真實性的場所空間。 綜言之，本文為研究體驗經濟之場所真實性展現的初探，並展開「美學行銷」與「建築場所」的首次跨界對話，未來若能再從「使用者體驗規劃」及「服務設計」等不同角度進行分析，必能加強場所營造之真實性研究的完整性。 / In the era of experience economy, the consumer sensibility has transferred from the service-orientation of quality management to the experience-orientation of rendering “authenticity”. Only when enterprises satisfy what consumers really want－real and customized products / services, then they can touch consumers . They can split a value-based business niche market segments in the “cost control” and “quality management” of competitive market. The experience enterprises have to follow its industrial characteristics and competitive advantages to render their authenticity of products and services to target consumers. Especially in the three fields of product and graphic design, communications, and spatial design, they have to build a corporate identity system – “Marketing Aesthetics”, easily distinguished by consumers. Then they can touch and inspire customers through a variety of perceptual experiences and differentiate from their competitors. The best way is the “Placemaking” for the marketing aesthetics of differentiation strategy. That is for potential (and current) customers to experience that offering in a place so engaging that they can’t help but pay attention, and then pay up as a result by buying that offering. Thus it make customers imperceptibly accept the corporate identity and value recognition, drive brand loyalty. The thesis attempts to build the preliminary assessment system of rendering authenticity about the placemaking of experience-based enterprises. This system combines “the style and theme analysis of marketing aesthetics”, and ”the authenticity research of the Operational Guidelines for the Implementation of the World Heritage Convention (UNESCO)”. In order to analyze the current market and test the authenticity assessment system, there are some experience-based enterprises (with industrial features and competitiveness) case studies－Canjune international Inc., Shi-Yang Culture Restaurant, and Cha Cha Thé Culture international Co.. In the style and theme analysis of placemaking , the five factors of authenticity－natural, original, unique, referable, and influential, is correctly mapping to the five dimensions of placemaking－materials, design, crafts, places, and spirit/emotions. It forms different characteristics of the corporation (style and theme). Besides, this analysis system which will be effective in helping enterprises systematic/architectural design thinking and service process planning. In the case studies of Taiwan experience-based enterprises, innovator's personal values and aesthetic tendency that is the company's marketing aesthetics. Because there are no the mature and large-scale enterprises such as Disneyland or Universal Studios. But it is easy to show the uniqueness and authenticity of place for customers. In conclusion, this is the preliminary research about the place of the authenticity rendering on the experience economy. And this is the cross-border “Marketing” and “Place” dialogue. Then, more "user experience " and "service design" studies should be able to strengthen the integrity of the placemaking authenticity research.

Vi utforskar begreppet upplevelseekonomi och hur vi har hamnat i vad en del forskare anser vara Upplevelsesamhället. Ett samhälle där de basala behoven är uppfyllda och där vi söker minnesvärda och självförverkligande upplevelser. Vi har valt att studera tidigare forskning och presenterar delar av det vi har läst i ett inledande teoriavsnitt. Därefter observerar vi ett par upplevelserelaterade hotell för att se hur teorin kan se ut i verkliga pågående projekt. De hotell vi valt att titta närmare på är Icehotel i Jukkasjärvi samt Såstaholm i Täby. Vårt sätt att arbeta blir deduktivt, där vi utgår från befintliga begrepp och teorier för att kunna dra logiska slutsatser. Befintlig teori i upplevelseekonomi samt iakttagelser av två existerande hotell för upplevelser gav oss grunden till hur vi utformade vårt hotell i Östhammar med upplevelsetema – Hotell Badjäflar. I Hotell Badjäflar praktiseras det vi har lärt oss. Temat för hotellet blir sjuttiotal och miljön och aktiviteter kommer att präglas av decenniet. Vi väver in författaren och filmskaparen Lars Molin då vi använder marknadsföringsverktyget storytelling. Lars Molins film Badjävlar ligger som grund för en del av miljön i hotellprojektet. Anledningen till att vi väljer Lars Molin är att han levde och arbetade i Östhammar under just sjuttiotalet och det var här filmen Badjävlar spelades in. Våra diskussionskapitel består både i en utvärdering av Icehotel och Såstaholm och hur vårt Hotell Badjäflar kommer att fungera som upplevelse. Vår uppfattning är att både Icehotel och Såstaholm har lyckats med att skapa platser för upplevelser som deras gäster kommer att minnas och påverkas av. Hotell Badjäflar skulle enligt vår mening också kunna bli en unik och minnesvärd upplevelse för våra gäster. Vi avslutar med att reflektera över upplevelseekonomin idag, lyfter fram tankar om den allmänna skepticismen och ger förslag till fortsatta studier. Upplevelseekonomi innebär att skapa upplevelser som kunden länge minns och gärna rekommenderar till sina vänner. Helheten blir det viktiga och alla personer involverade i upplevelseskapandet har en roll att spela där kunden är i centrum. / We study the term experience economy and how we live today in what some scientists call The Experience Society. That is a society where our basic needs are fulfilled and in which we seek experiences to remember and to express ourselves. We have chosen to study earlier research made in this subject and present part of what we have read in an initiating theory section. After this we observed a couple of “experience based” hotels to see how this theory can be practiced in real life. The hotels we chose were Icehotel in Jukkasjärvi and Såstaholm in Täby. These two hotels turned out to be excellent examples of “experience based” hotels in Sweden. We have chosen to use a deductive way of presenting our results. Deduction is when conclusions are drawn out of existing theories and concepts. This earlier research literature and our studies of two actual hotels for experiences gave us the basis for how our hotel in Östhammar is designed with an experience theme – Hotel Badjäflar. Hotel Badjäflar is where we practice our new knowledge. The theme is the seventies and the surroundings and our activities will all be influenced by this decade. For our storytelling parts we will use stories about the author and filmmaker Lars Molin. Parts of the hotel surroundings are based on his movie Badjävlar. The reason we chose Lars Molin is because he lived and worked in Östhammar during the seventies and it was also here the movie Badjävlar was made. Our discussion chapter involves an evaluation of both Icehotel and Såstaholm as well as how we think Hotell Badjäflar will work out as an experience. Our opinion is that both Icehotel and Såstaholm have succeeded well in creating places for experiences that their guests will remember and be affected by. According to us Hotel Badjäflar has the potential to be an experience to remember for our guests. Finally we reflect on how the experience economy is commonly looked upon and the scepticism surrounding it. We also give suggestions on continued studies for the essay. Experience economy is to create memorable experiences that the customer will remember for a long time and will gladly recommend to his or her friends. The totality of the experience is essential and each person involved in creating the experience has a role to play through which the customer is put in the leading role.

在今日，有愈來愈多的顧客、經理人與學者開始了解體驗的重要性。對顧客來說，他們不再只是消費產品或服務，他們開始重視置身於商店時，所感受到的體驗感，並且顧客也願意花錢購買體驗。對管理者來說，他們致力於營造觸動人心與具吸引力的體驗，並嘗試全面地管理顧客與公司接觸的每一項體驗。從學者的觀點來看，認為體驗是一種經濟商品，消費體驗是可以被企業塑造的，學者們指出經濟的重心開始轉移為體驗，這呼應了正在蓬勃發展的體驗產業。 然而，探討體驗本質的實證研究仍然不多，本研究界定兩個研究焦點來探索顧客體驗：（1）研究顧客體驗的情感面，（2）所研究的體驗乃是發生於精心設計之服務場景。研究目的有二，其一為從顧客觀點探討顧客體驗的本質：根據消費者深入訪談的結果，歸納構成顧客體驗的五大要素與提出相關的概念架構和命題，五大要素分別為顧客本身、顧客與實體環境的互動、顧客與服務人員、其他顧客與同行夥伴的互動。第二，本研究探討顧客對於體驗品質的情感性知覺，並發展體驗品質的衡量工具、檢驗體驗品質與顧客滿意度和忠誠度的關係，研究結果驗證了體驗品質為較高階的構念，並發現體驗品質對顧客滿意度與忠誠度有正向影響。本研究亦提出關於研究應用、未來研究與研究限制的討論。 / Today, more and more customers, managers and scholars have become aware of the importance of experiences, which are characterized as satisfying customers’ psychic or personal needs. For customers, they are not merely consuming products or services. They care more about the experiences, which are provided by the stores, and they are willing to pay for experiences. As for managers, they have made more efforts to create touching and attractive experiences for customers, manage customers’ experiential journey with the companies, or even charge for experiences. For academic researchers, they view experiences as distinct economic offerings, which are different from goods and services. They believe that the focus of the economy has been transferred into experience (Pine and Gilmore, 1998, 1999; Schmitt, 1999; O’Sullivan and Spangler, 1998) and experience industries are rising (Toffler, 1970, O’Sullivan and Spangler, 1998). This study focuses on exploring the emotional aspects of customers’ experiences underlying the context of deliberately designed service settings. Two research objects are approached in this study. First, this research comprehensively explores the essence of customer experiences from the customer’s perspective. A qualitative study is conducted to find out the elements that constitute customers’ experiences, and a conceptual model that describes what is customer experience is thereby proposed. In this model, customer experience is made up of five elements (dimensions): the customers themselves and customers’ interactions with physical surroundings, service providers, other customers, and companions. Second, this research attempts to probe customers’ emotional perceptions of experience quality and to develop an instrument to measure this construct. This research clarifies the concept of experience quality by reviewing the literature, conducting qualitative studies, performing a procedure of scale development, testing the relative importance of dimensions, and examining the relationship among experience quality, customer satisfaction and loyalty. The findings verify that experience quality, as a higher-order construct, is made up five first-order constructs, which are demonstrated in the result of the qualitative study. The result of this research also reveals that experience quality has positive effect on customer satisfaction and loyalty. Relevant discussion of applications, future research, and limitations are also provided in the conclusion.

體驗經濟思維已成為未來企業經營的重心，體驗為主的企業，紛紛利用不同的體驗活動增加產品、服務的附加價值。綜觀台灣稻米產業，在加入世界貿易組織後，面臨稻米開放進口及削減農業補貼之壓力，加上國人飲食習慣受西式文化影響，飲食選擇多樣化及家庭外食比例提高，造成稻米耕作面積縮減及稻米供應量降低，使稻米產業的經營不免落入產量與價格的競爭。 研究從商業模式創新的角度出發，針對掌生穀粒糧商號、行健有機夢想村、穀東俱樂部與南澳自然田，四間台灣稻米產業中成功轉換到體驗經濟思維下經營的個案公司，根據深入訪談與直接觀察分析，了解並評估個案公司在體驗經濟下的商業模式創新。而研究成果一方面可提供四間個案公司作為未來發展的參考，另一方面也可成為未來台灣稻米產業在體驗經濟下創新經營的參考典範。 本研究之研究結論如下： 1.傳統稻米產業應積極尋求外部資源的投入，以求產業的成長轉型，加強與消費者間體驗的互動，勿停留在提供初級產品的經營思維。 2.企業經營者應秉持自己的中心思想，尋找具相同理念的消費者，營造具特色的體驗活動，勿一味追求市場佔有率。 3.稻米產業中企業商業模式的創新應善用新科技與體驗活動設計，並納入舊有元素，在傳統與創新中找到平衡點。 4.稻米產業中企業進行商業模式創新時，除考量可行性與創造財富的潛力，亦應思考永續經營與移轉複製的能性。 5.企業進行商業模式創新時，需一併考慮自身的社會責任，透過體驗行銷與體驗媒介傳達有益社會的經營理念，以服務大眾為己任。 個案研究顯示，四間個案公司的商業模式創新都和創新機會與創新因素息息相關，更與體驗經濟思維有非常深厚的連結，而商業模式的創新，確實能為台灣稻米產業帶來創造財富的潛力與提升永續經營的可能性。 / In recent years, experience economic viewpoint has been an important role in business. Some companies raise their products’ or services’ value by holding different experiential activities. In addition, the rice industry in Taiwan faces many challenges recently. First of all, imported liberalization and reduction of agricultural subsidies owing to joining WTO make more stress. And then people change their eating habits because of Western cultures. Moreover, many kinds of eating choices and higher proportion of eating outside are harmful for entire rice industry. Therefore, rice farming areas and provisions are decreased as well as the rice industry in Taiwan falls into aggressive competitions of price and yield. According to business model innovation structure, this study analyzes four Taiwanese successful companies which use experience economic viewpoint. This study gains information from in-depth interviews. This study also hopes to provide case companies some advances which might improve their future development. Furthermore, a referenced model is built by this research result. This study comes to the following conclusions: 1.The traditional rice industry should actively seek external resources, increase interactions and experiences between consumers and companies and avoid only selling rice goods. These methods could improve the growth and transformation of the rice industry. 2.Business managers need to insist their own central ideals, look for consumers who have the same ideals, create unique experiences and avoid blindly pursuing market share. 3.Business model innovation in the rice industry in Taiwan have to use new technology correctly, create experiences and redesign old elements to find a well balance of convention and innovation. 4.Business model innovation in the rice industry in Taiwan ought to pay more attention to not only wealth potential but also the possibilities of replication and sustainable development. 5.Business model innovation in the rice industry in Taiwan must think of social duty, their own ideals which are spread by experience marketing and media and take responsibility for serving the public. From these case studies, it is shown that four companies have strongly relationships among innovation opportunities, innovation factors and experience economic viewpoints. In fact, the rice industry in Taiwan can produce wealth potential and increase the possibility of sustainable development by using business model innovation.

觀看過去一般台灣連鎖商場事業，在「坪坪計較」的選體模式下，匯聚眾家精品名牌為商場舞台燈之所在。而在創意經濟潮流之下，漸漸的，許多添加了在地智慧與職人精神的在地品牌與新銳設計開始有機會露出於通路商場之中。當商場中的進駐品牌，背後都有他有意思的地方時；當商場越來越不像商場的時候，成為一個文化場域時；當商場內的體驗活動，無形中讓顧客主動的參與度變得更高時，這時候顧客就願意停留在這個地方更久，與這個地方產生連結感，並創造難忘的回憶。 總是聽說「文化是好生意」，而商場如何運用在地創意生活事業家的智慧與成果，以通路力量將這些吸飽風土涵養的微型文創送上舞台呢，更進一步成為台灣對向世界的文化櫥窗呢？而商場更要擁有什麼樣的能耐與經營模式讓顧客感受到在地創意生活的魅力，進而達成其營運價值與目標？故此，本研究由此著眼，主要探討三項研究問題。 一、複合式創意生活商場與進駐品牌之互動特點？ 二、複合式創意生活商場中，其營運組織之特色？ 三、複合創意生活商場與顧客的互動關係？ 為了解複合式創意生活產業，如何運用體驗經濟思維創造在地文化場域，因此選擇以台灣在地生活為商場營運提案之兩家企業：誠品生活松菸店與林百貨，作為個案研究對象。 本研究發現，創意生活商場主要以開發在地創意生活潛力品牌為選題邏輯，也因在地品牌與商場有深刻在地情感連結之下，願意相互配合，而商場透過其空間力「撫育」品牌，也強化未來商場匯聚品牌之力道。在經營面向上，創意生活商場需要結合商場組織與成員之經歷與學習，將知識轉移成為商場經營核心能耐，而最後需要以創意生活商場為互動平台，創造商場、進駐品牌與顧客之互動，例如主題式活動或體驗販售，以體驗共創來為三方帶來價值，而商場群聚有共同體認者，進一步能成為在地美學社群。 / The term “Experience Economy” was first delineated in an article published in 1998 by B. Joseph Pine II and James H. Gilmore, named "The Experience Economy". In it they described the experience economy as the next economy following the agrarian economy, the industrial economy, and the most recent service economy. In the trend of experience economy, or so-called “Creative Economy”, people place a high value on local experience and craftsmanship in shopping mall instead of caring the size of the space solely. On these conditions, the concept of traditional shopping mall has been transformed into “Creative Living Mall.” Creative living mall operates businesses that orchestrate memorable events for their customers, and that memory itself becomes the product — the "experience". In order to understand how to better leverage the value of experience and memory in creative living mall, this study attempts to discuss the dynamics between creative living mall operators and the brands, the interactions with customers, and the organizational management. Two cases investigated in this study are eslite and HAYASHI. This thesis shed lights on the importance and the meaning of co-creation of memories and experiences in creative living mall. Literature review and in-depth interviewing of the one-year long research led to the following conclusions. First, creative living mall and local brands are emotionally connected to achieve co-existence and co-flourishing. Therefore, co-existence can then offers to both malls and brands enormous growth potential. Second, the operating teams of malls come from diverse and extensive related expertise background. These local and cultural working experiences combine to create precious knowledge and know-how, and further build core competence. Last but not least, this study concludes that customers, malls and local brands are the essence of the value creation system. This value system can further create an environment that fosters the formation of aesthetic community.

Titel: Kompetens, autonomi och samhörighetens betydelse för arbetsmotivation – En studie om medarbetares motivation inom upplevelseindustrin Nivå: C-uppsats i ämnet företagsekonomi   Författare: Josefin Tangen, Pauline Wiberg   Handledare: Monica Wallmon, Maria Fregidou-Malama   Datum: 2018 – januari   Syfte: Syftet med denna studie är att öka förståelsen för hur individens grundläggande behov av kompetens, autonomi och samhörighet påverkar arbetsmotivation inom upplevelseindustrin.   Metod: Studien utgår från en kvalitativ metod med semistrukturerade intervjuer. Sammanlagt 10 intervjuer genomfördes med medarbetare inom upplevelseindustrin. Det insamlade materialet har analyserats med hjälp av en tematisk analys.   Resultat & slutsats: Resultatet av studien visar att samtliga tre grundläggande behov påverkar arbetsmotivationen hos medarbetare inom upplevelseindustrin, samt att ledningen arbetar med att främja dessa tre behov. Respondenterna anser att ledningen arbetar med att främja samhörighet på ett tillfredställande sätt men att arbetet med att tillgodose behovet av kompetens och autonomi kan förbättras. Förslag till fortsatt forskning: Då flertalet respondenter poängterat att positiv återkoppling från kunder är av stor betydelse, föreslår vi att fortsatta studier kan undersöka om kundens återkoppling möjligen upplevs viktigare än ledarens återkoppling för medarbetare inom upplevelseindustrin. Ytterligare förslag till fortsatt forskning är att genomföra en mer omfattande studie för att skapa djupare förståelse, eftersom att denna studie är begränsad till endast tio intervjuer. Då studien endast utgår från ett medarbetarperspektiv skulle framtida forskning avseende behovstillfredsställelse och arbetsmotivation utifrån ett ledningsperspektiv bidra till ökad förståelse inom ämnet.   Uppsatsens bidrag: Genom denna studie har vi ökat förståelsen för hur individens tre grundläggande behov påverkar arbetsmotivation inom upplevelseindustrin, som är ett outforskat område. Denna studie tillför således ett teoretiskt bidrag gällande ett nytt område, upplevelseindustrin, till den befintliga forskningen avseende arbetsmotivation. Vi menar också att denna studie bidrar till praktiken då vi uppmärksammat och studerat medarbetarens centrala roll inom upplevelseindustrin. Denna studie kan således ge ett bidrag till ledare inom upplevelseindustrin i deras arbete med att motivera medarbetare, vilket i det förlängda leder till en positiv upplevelse för kunden och en lönsam verksamhet.   Nyckelord: Upplevelseindustrin, arbetsmotivation, kompetens, autonomi, samhörighet, Self-Determination Theory, Servant Leadership. / Title: The importance of competence, autonomy and relatedness for employee motivation - a study about employee motivation within the experience economy   Level: Final assignment for Bachelor Degree in Business Administration   Author: Josefin Tangen, Pauline Wiberg   Supervisor: Monica Wallmon, Maria Fregidou-Malama   Date: 2018 – January   Aim: The aim of this study is to increase the understanding of how the individual's basic needs for competence, autonomy and relatedness affect employee motivation within the experience economy.   Method: The study is based on a qualitative approach. A total of 10 interviews were conducted with employees in the experience economy. We analyzed our material using a thematic analysis.   Result & Conclusions: The result of this study shows that all three basic needs affect employee motivation within the experience economy. This study also shows that management is working to promote these three basic needs. Respondents believe that their need of relatedness is promoted in a satisfactory manner, but that efforts to meet the need for competence and autonomy can be improved.   Suggestions for future research: Since the majority of respondents emphasized that positive feedback from customers is of great importance, we suggest that further studies investigate if customer feedback is possibly more important than the leader’s feedback for employees in the experience economy. Since this study is confined to only ten interviews another proposal for future research is to do a more extensive study in order to create deeper understanding. As the study is based solely on an employee perspective, we suggest that further studies can investigate need satisfaction and employee motivation from a management perspective to contribute to deeper understanding within the matter. Contribution of the thesis: Through this study, we have increased the understanding of how the individual's three basic needs affect employee motivation in the experience economy, which is an unexplored area. Therefore, this study adds a theoretical contribution to existing research in employee motivation in terms of a new field, the experience economy. We also believe that this study contributes to the practice as we have noted and studied the central role of employees in the experience economy. This study can therefore contribute to leaders in the experience economy in their efforts to motivate employees, which in the long run leads to a positive experience for the customer as well as a profitable business. Key words: Experience economy, employee motivation, competence, autonomy, relatedness, Self-Determination Theory, Servant Leadership.

In old industrial regions traces from historical mining and production of iron and steel have become a valuable resource in developing a tourism industry and other experience-oriented industries in the post-industrial society. The so called Experience Industry became a buzz-word in regional development programs during the 2000´s. The region of Bergslagen in the middle of Sweden is a good example of this structural change in economy which has been going on since the crisis of the steel industry in the middle of the 1970´s. In the 1980’s, the region was seen as one of the most depressed areas in Sweden, together with the sparsely populated north. Because of that, cultural heritage has been promoted to strengthen regional identity in Bergslagen. Strengthening regional identity is still a matter in regional development in the region, but today efforts are more concentrated on commercial use and packaging of heritage as experience in order to create an attractive image of Bergslagen. Statistical data shows that the regional labour market is changing. During the 1990s and early 2000s employment in the Experience Economy in Bergslagen has increased by almost 30 percent. The emerging labour force is in many ways different from the traditional patterns on the regional labour market. Traditionally marginalized group, such as women, young people and immigrants are well represented. But they are often low educated, low paid and part-time employed. On the other hand we also find a growing well educated and well paid group of employees. They are often in-migrants or commuters from places outside the region. Campaigns to promote Experience Industries on the local level are common in many places in the region. Local campaigns tend to focus on tourism and the commercial use of the typical industrial heritage associated with Bergslagen. However, the regional identity is often considered a problem due to the negative image of Bergslagen which where formed after the crisis for the steel industry. Although there is a tendency towards a more positive approach to Bergslagen, developers and politicians often still claim that they rather use other local and regional identities in place marketing than being a place in Bergslagen.

The diploma thesis entitled "Experience Economy. Danish Approach to the Cultural and Creative Industries" is primary concerned with mega-trend of experience economy in Denmark. Main purpose of this work is to analyze and intruduce specific Danish approach to the Cultural and Creative Industries. Author used diachronic and synchronic analysis. First chapter characterizes historical economic development of Denmark's state. Following chapter is focused on historical background of experience economy and on Danish approach to this concept. Third chapter discusses influence of Danish socioeconomic environment on Danish approach to experience economy. In the next chapter author analyzes Danish government's role in the development of this concept. Last chapter shows economic impacts of experience economy concept in Denmark.

This thesis connects the influence of experience economy and ICT on event industry in a research of use of technology in optimization of attendee's event experience. By combining primary and secondary literature with qualitative research we come to conclusions that an optimal event experience is complex assemblage of affective, cognitive and conative aspects, we prove the benefits of event technology as one of the means to achieving this copious experience and identify concrete methods how to use technology for this purpose.

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.