Zusammenfassung Die Erlebnisorientierung der Kunden stellt auch die Tourismusbranche vor neue Herausforderungen. Der Beitrag beschäftigt sich mit der Bedeutung von Erlebnisqualität für eine Urlaubsreise und beantwortet die Forschungsfragen, wodurch sich Erlebnisqualität messen lässt und...

The service literature is replete with claims on the importance of experience design to operational efficiency and customer loyalty, yet it is unclear when, where, and how flow experience is formulated in service systems. Drawing upon relevant research in flow theory and consumer behavior, this...

In luxury brand management, experiences are essential. However, most of what we know about designing customer experiences originates from work developed with and/or for mass brands. Luxury brands are conceptually different and require a specific approach to brand management. Using a grounded...

Recently, companies have apprehended the fact that customers want more than merely products or services and have proceeded in providing value creation through customer experiences. Experience marketing has emphasized the need to stimulate, entertain and affect consumers at an emotional level in...

Culture has grown remote from the general public and needs to be recaptured. Social and economic recognition of the role culture plays is essential and can only come about if culture is for all, not just for the few. New audiences, new demands and new business models: the sector needs to open...