HOSP 481 - Hospitality & Experience Economy Review

Vocabulary flashcards covering core topics in hospitality and experience economy including service characteristics, experience design, marketing modules, psychological flow, memory systems, and the experiencescape.

Service

Intangible tasks or actions done for the customer, focusing on what the company does.

Experience

Memorable interactions focusing on how the customer feels and what they remember.

IHIP

The four characteristics of services: Intangibility, Heterogeneity, Inseparability, and Perishability.

Intangibility

A service characteristic specifying that services cannot be touched or stored.

Heterogeneity

A service characteristic specifying that service quality can vary.

Inseparability

A service characteristic specifying that services are produced and consumed at the same time.

Perishability

A service characteristic specifying that services cannot be stored for later.

Progression of Economic Value

The economic evolution model: Commodities → Goods → Services → Experiences.

Mass Customization

Personalization delivered at scale across four types: Collaborative, Adaptive, Cosmetic, and Transparent.

Collaborative Customization

A type of mass customization where the customer and company create the customization together.

Adaptive Customization

A type of mass customization where the customer explicitly modifies the offering.

Cosmetic Customization

A type of mass customization where only the presentation of the offering changes.

Transparent Customization

A type of mass customization where the company customizes the offering without the customer explicitly asking.

Entertainment Realm

An experience realm characterized by passive participation and absorption ('Watch').

Educational Realm

An experience realm characterized by active participation and absorption ('Learn').

Escapist Realm

An experience realm characterized by active participation and immersion ('Do').

Esthetic Realm

An experience realm characterized by passive participation and immersion ('Be there').

THEME Principles

The five experience design principles: Theme the experience, Harmonize impressions with cues, Eliminate negative cues, Mix in memorabilia, and Engage all 5 senses.

Traditional Marketing

A rational marketing approach that focuses strictly on product features and benefits.

Experiential Marketing

A marketing approach combining rational and emotional elements to focus on memorable experiences.

Strategic Experiential Modules (SEMs)

The S-F-T-A-R framework (Sense, Feel, Think, Act, Relate) defining what experience to create.

ExPros

Experience Providers; the actual tools used to create experiences, defining how an experience is implemented.

SEM Strategy Issues (I-B-D-L)

Key strategy considerations for Strategic Experiential Modules consisting of Intensity, Breadth, Depth, and Linkage.

Flow Theory

A state of complete involvement where an activity is highly enjoyable, occurring when challenge and skill are balanced.

System 1 Thinking

Fast, automatic, intuitive, and subconscious cognitive processing.

System 2 Thinking

Slow, analytical, conscious, and effortful cognitive processing.

Prosaic Experience

A routine or autopilot experience that is easily forgotten.

Mindful Experience

A type of experience that requires active mental attention.

Memorable Experience

A type of experience that evokes emotion, results in reflection and emotion, and is stored in episodic memory.

Meaningful Experience

A type of experience that involves discovery and learning, resulting in reflection, emotion, and discovery.

Transformational Experience

A type of experience that creates fundamental personal change.

Servicescape

An environment designed for efficiency and completing a service, where the customer acts mainly as a user.

Experiencescape

An environment designed for engagement, emotion, and memories, where the customer acts as a co-creator or active participant.

Six Elements of the Experiencescape (P-P-O-R-R-B)

People, Place, Objects, Rules, Relationships, and Blocking.

Blocking

An experiencescape element that choreographs movement through an experience using leaders/facilitators, pacing, and technology.