Studiens avsikt har varit att studera en ny, indirekt, inriktning av forskningsfältet upplevelseekonomi (experience economy) som inte tidigare behandlats, till skillnad från fältets klassiska, direkta inriktning. Studien har avgränsats mot dokusåpor, då det idag kan anses vara en del av den “nya”, indirekta upplevelseekonomin i dagens post-moderna samhälle. Fältet har tidigare avsett ett direkt värdeskapande som kommit till följd av produkter och tjänster, men idag avser upplevelser även indirekta sinnesintryck som skapas av andra, exempelvis genom att titta på dokusåpor där vi upplever genom att titta på deltagarnas känslor och miljöer. Studien har försökt att studera hur denna indirekta inriktning kan påverka vår uppfattning av äkthet, det vill säga verklighets-uppfattning, när det gäller att särskilja simulationer från verklighet, även kallat hyperverklighet. Vidare har studien avsett att undersöka millennier, (de som är födda mellan år 2000 och 2010, och har haft tillgång till teknik och sociala medier allt sedan uppväxten), och hur deras uppfattningar och känslor kring kärleksrelationer påverkats av de sinnesintrycken från dokusåpornas innehåll som många gånger fokuserar på drama för att skapa underhållning (exempelvis Paradise Hotel, Love Island, Bonde söker fru, Middag med mitt ex etc.). Den huvudsakliga slutsatsen från studien är att millenniers uppfattning av kärleksrelationen kan påverkas till följd av de sinnesintryck som uppkommer vid konsumtion av dokusåpor. Studien tyder också på att tillit och externa faktorer som ekonomi och politik idag spelar lika stor roll, om inte större roll, i kärleksrelationer, än kärleken i sig. / The purpose with this study has been to examine a new, indirect alignment in the field of experience economy. The field has not previously been studied, unlike the more classical, direct approach of the field. The study has been delimited, and thus only reviews the recent phenomenon, reality shows - a phenomenon which in recent times has seemed to increase significantly and is an example of the “new”, indirect experience economy in today’s postmodern society. Previously, the field of research put its main focus on the development of products and services, but as for today experiences are created in new ways, by a different kind of stimuli. such as sensory expressions given by other people in our surroundings. The study examines how this indirect alignment can affect our perception of what is fake and what is original (authenticity), also called hyperreality. Furthermore, the study reviews how millennials’ (those who were born between 2000 – 2010, and furthermore have had access to the digital technology and social media all their life) feelings and perceptions of relationships (of love) are influenced by the consumption of reality shows whose content mostly depicts drama (for example Paradise Hotel, Love Island, Bonde söker fru and Middag med mitt ex). The main conclusion of this study is that millennials’ expectations of relationships (of love) can be affected by the sensory impressions received from other people or from the experiences received by consuming reality shows in a frequent manner. The study also indicates that trust and other external factors, such as economics or politics, as for today play a bigger role in the development of long-lasting relationships (of love). Love (expressed in feelings) itself tends to be secondary and not nearly as important.

<p>“Daka Travel” is trending to become a popular travel style in Chinese tourism market in recent years, especially for Chinese millennial travelers. This study is concerned with understanding the characteristics of Daka travel and deeply investigate travelers’ travel experience of Daka travel. To investigate the travel experience, a conceptual model based on experience economy was proposed and empirically tested. The context of the empirical study was conducted among Chinese millennials travelers. The study includes two steps. Firstly, 15 travelers who had Daka travel experience selected randomly via social media platforms were invited to participate in the semi-structured interview, the interviews were performed to identify interesting characteristics of Daka travelers and attributes of Daka travel. Secondly, people who had Daka travel experience was selected randomly online to participate in the survey. A total of 471 valid questionnaires were collected. Factor analysis and mediation analysis were conducted by using Statistical Product and Service Solutions (SPSS) 26.0. According to the findings of this study, there are several distinctive characteristics of Daka travelers could be concluded: 1. Daka travelers get Daka tourism information from social media especially short-video applications; 2.<i> </i>Social envy is one of major motivations of Daka Travel; 3. Daka travelers share travel experience with the main purposes of recording travel memory; 4. Natural scenic spots and Food & Beverage shops are the two most popular Daka destinations. For the travel experience, the research verified that all of the dimensions (includes entertainment, esthetics, education, escapism, personalization, serendipity, localness and communitas) of experience-scape model significantly influenced the perception of travel experience for Daka travelers. Further, travel experience could contribute to creating memorable travel experience which potentially influenced travelers’ sense of well-being and meaningfulness. In addition, the multiple regression analysis revealed interesting results showing that among the eight dimensions of travel experience-scape, each realm had different influence on travelers’ sense of well-being and meaningfulness. For well-being, “Entertainment” was the most influential factor, however, “Localness” did not have significant influence at all. In contrast, for meaningfulness, “Communitas” and “Personalization” played the most important role. “Entertainment”, “Esthetic” and “Escapism” did not have significant influence. The findings of this research contribute both conceptually and practically to Daka travel destination planning and management to create a satisfying and memorable travel experience. They can improve their ability of providing tourism products and services in a more targeted and meaningful way. More detailed findings and implications will be presented in the manuscript. </p>

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Yes / The growing popularity of robot-related research contexts in hospitality and tourism calls for in-depth analysis of how different product/service designs strategies integrating robots may influence customers’ experiences. Employing a scenario-based 2×2×2 experimental research design, this study assesses service robots applied at three different product/service levels (i.e., core, facilitating, and augmented). From surveying 378 customers of mid-priced casual restaurants and 312 tourists of a mid-priced theme park restaurant, findings of the study suggest that using robots at all three product/service levels lead to a more positive educational experience but not entertainment experience. The study further extends the literature by positioning dining at a robotic restaurant as an important occasion to showcase the latest technologies to customers. By providing memorable entertainment and educational experiences, customers’ technology readiness could be enhanced, making them more willing to try new technologies. Such a focus brings in unique contributions both in literature and practice. / The full text will be available at the end of the publisher's embargo: 20th June 2024

<p>Because of the mass tourism industry that exploits sensitive locations all over our planet a new kind of tourism came into focus in the 1980’s. This new form of tourism was named ecotourism, and as the name reveals ecotourism deals with low-impact travel. Today, all sorts of places can be gazed upon in a flick of a switch; all you need is a television set. It is well known that destination marketing successfully uses visual media as a tool to sell trips to potential tourists. Therefore, this essay examines how ecotourism benefits from the great power of the television. The analyzed material contains of six different TV shows, sorted into two groups – travel shows and discussion programs. With the theory of the tourist gaze, semiotics, destination marketing and the experience economy the study resulted in the conclusion that all TV shows are built upon collective cultural representations found in the exotic and the authentic. With the help of the visual language, travel shows can give new meaning to a specific destination expressed in a system of mutual understanding and shared culture.</p>

Syftet med uppsatsen är att undersöka hur Washington Capitals strategiskt arbetar för att skapa upplevelser i samband med hockeymatcherna och deras kringarrangemang. Hur skapar Washington Capitals upplevelser? Finns det något att lära av deras upplevelsestrategi? Kan Washington Capitals arbetssätt kopplas till teorier om upplevelseekonomi?   Metod: Sekundärdata i form av tryckta källor och böcker, tidigare uppsatser och artiklar. Vi har genomfört en kvalitativ fältstudie i Washington D.C. Där intervjuade vi personer på Washington Capitals organisation samt genomförde deltagande och icke deltagande observationer på huvudkontoret och i arenan vid matcharrangemang.   Resultat &amp; slutsats: Washington Capitals arbetar i hög grad med upplevelseekonomi, detta är något som andra kan lära av. Washington Capitals arbetar inte utefter några upplevelseekonomiska teorier, de hade aldrig hört begreppet tidigare. Dock är deras arbetssätt i linje med upplevelseekonomins teorier.    Förslag till fortsatt forskning: Presentationen av studien begränsas då det är svårt att lyfta fram de händelser som skapar intryck i en text. En liknande studie skulle med fördel kunna presenteras genom en film. För att få ökad förståelse för varför publiken går på hockeymatcher skulle vidare studier kunna göras om publikens motivationsfaktorer, både i Sverige och i USA. Fortsatta studier skulle också kunna göras i samarbete med en svensk idrottsförening för att testa upplevelseekonomins teoretiska metoder i verkligheten.   Uppsatsens bidrag: Uppsatsen kan bidra med konkreta exempel på hur en idrottsorganisation kan arbeta med att skapa upplevelser i samband med sina idrottsarrangemang. / Our objective of the thesis is to investigate how the Washington Capitals strategically works to create experiences in the context of hockey games and the surrounding events. How does the Washington Capitals create experiences? Is there anything to learn from the Washington Capitals experience strategy? Can their way of work be linked to theories about the experience economy?   Method: Secondary data such as printed sources and books, previous studies and articles.We conducted a qualitative field study in Washington D.C. We interviewed people at the organization of Washington Capitals and carried out participant and non-participant observations at headquarters and in the arena at game events.  Results &amp; Conclusions: Washington Capitals are definitely working with experience economy, this is something that others could learn from. Washington Capitals are not working by any experience economy theories, they had never heard the term previously. However, their way of work is in line with the experience economy theories.   Suggestions for future research: The presentation of this study is limited since it is difficult to highlight events that create impression by writing. A similar study could favourably be presented by a movie. To obtain a better understanding of why the audience attend hockey games further studies could be done about the audience's motivation factors, both in Sweden and in the U.S.. Further studies could also be done in collaboration with a Swedish sports club to test the theoretical methods in reality.    Contribution of the thesis: The essay can provide concrete examples of how a sports organization can work to create experiences in the context of their sporting events.

Because of the mass tourism industry that exploits sensitive locations all over our planet a new kind of tourism came into focus in the 1980’s. This new form of tourism was named ecotourism, and as the name reveals ecotourism deals with low-impact travel. Today, all sorts of places can be gazed upon in a flick of a switch; all you need is a television set. It is well known that destination marketing successfully uses visual media as a tool to sell trips to potential tourists. Therefore, this essay examines how ecotourism benefits from the great power of the television. The analyzed material contains of six different TV shows, sorted into two groups – travel shows and discussion programs. With the theory of the tourist gaze, semiotics, destination marketing and the experience economy the study resulted in the conclusion that all TV shows are built upon collective cultural representations found in the exotic and the authentic. With the help of the visual language, travel shows can give new meaning to a specific destination expressed in a system of mutual understanding and shared culture.

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L’objet de cette thèse est d’apporter une contribution à la fois théorique et opérationnelle concernant la mesure de l’expérience vécue comme élément clé d’un véritable management de l’expérience client.Partant de la pratique, la démarche prend appui sur des recherches provenant de différents champs disciplinaires : économie et gestion des services, qualité, stratégie, marketing, management de la performance et apprentissage organisationnel.Nous proposons un modèle du management de l’expérience client comportant quatre dimensions en interaction : l’expérience voulue (par les dirigeants), l’expérience attendue (par les clients), l’expérience proposée (par l’entreprise), l’expérience vécue (par les clients).Nos propositions de recherche s’intéressent à la mesure des écarts entre l’expérience vécue et les autres dimensions. L'enjeu ne réside pas uniquement dans une description des écarts pouvant exister entre les objectifs fixés renvoyant à la théorie professée en matière d’expérience client (e.g. quelle expérience souhaite-t-on faire vivre aux clients ?) et la perception par les clients des réalisations renvoyant à la théorie d’usage de l’entreprise (e.g. quelle est l’expérience réellement proposée et comment celle-ci est-elle perçue par les clients ?). Il s'agit aussi d'analyser comment les entreprises peuvent réduire les écarts en s’engageant dans une démarche d’apprentissage organisationnel conduisant à un management de l’expérience client réussi. / The purpose of this thesis is to make both a theoretical and operational contribution, concerning the measure of the lived experience as a key factor to an effective customer experience management.Based on practice, our approach relies on research from different academic fields: economics and service management, quality management, strategy, marketing, performance management and organizational learning.The customer experience management model we offer has four interacting dimension: intended experience (by the managers), expected experience (by the customers), offered experience (by the company), lived experience (by the customers).Our research proposals are concerned with measuring the differences between the lived experience and the other dimensions. The issue is not only a description of the gaps that may exist between the objectives, referring to the espoused theory in customer experience (eg what is the experience we want to create for our clients?) and the customer’s perception of the achievements, referring to the theory-in-use of the company (eg what is the experience actually offered and how do customers perceive it?). The intention is to also examine how companies can reduce such gaps by engaging in a process of organizational learning leading to a successful customer experience management.

Made available in DSpace on 2009-11-18T18:56:13Z (GMT). No. of bitstreams: 1 Andre Meyer Coelho.pdf: 569731 bytes, checksum: d9fbc353e31a37eca59a20b11c031c62 (MD5) Previous issue date: 2007 / This academic work identifies Critical Success Factors to the strategic development of a turist destination, proposing the case study of Região Uva e Vinho, and its introduction to the Experience Economy, located at the Brazilian Serra Gaucha, Rio Grande do Sul State. The data used has been obtained from documental research among businessman and travel agents related to the region. The results are represented by factors identified in a tourism only rpoposal. / Este trabalho acadêmico identifica Fatores Criticos de Sucesso para o desenvolvimento estratégico de um Destino Turístico, utilizando como estudo de caso a Região Uva e Vinho, e a proposta de introdução à Economia da Experiência, localizada na Serra Gaúcha brasileira, Estado do Rio Grande do Sul. Utiliza-se de dados já tratados em pesquisas documentais realizadas com empresários e agentes de viagem que se relacionam com a região. Por fim, apresenta os fatores identificados em uma proposta exclusiva para o turismo.