Changing the business narrative: a guide to successful experience offerings

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
J. Robert Rossman ◽  
Mat Duerden
Keyword(s):  
Change Process ◽  
Design Methodology ◽  
Experience Design ◽  
Experience Economy ◽  
Content Type ◽  
Unique Nature ◽  
Value Production ◽  
Practical Implications

Purpose In this article, we aim to increase understanding of the unique nature of experiences in comparison to services and explain how narrative change can enable organizations to fully participate in the experience economy. Design/methodology/approach Drawing upon relevant experience design and experience economy literatures the paper outlines key differences between experiences and services. The narrative change process is then employed to provide managers specific guidelines for strategically reframing their value production paradigm to become more experience-centric. Findings rticulating key elements of an organization’s narrative such as characters and intended outcomes allows an organization to more intentionally change their narrative to align with the experience economy. Practical/implications The essential outcome of an experience is that participants do something for themselves ? for example, learn a new skill. Participation is integral to every experience transaction. Originality/value Although Pine, Gilmore, and others have detailed the differences between experiences and services, definitional disagreements and oversimplifications of these concepts still exist. This paper further differentiates these economic offerings. Additionally, this paper is the first to integrate the narrative change process into a discussion about experience strategy.

Successful introduction of workplace change

2020 ◽  
Vol 34 (3) ◽  
pp. 39-41
Keyword(s):  
Organizational Culture ◽  
Case Studies ◽  
Change Process ◽  
Design Methodology ◽  
Reading Time ◽  
Workplace Change ◽  
Content Type ◽  
Open Plan ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Employee response to any transition to open-plan offices can be hostile. Firms can guard against such negative reactions by involving all members in the change process and developing and sustaining an organizational culture that place strong value on communication, collegiality and inclusiveness. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

The accommodation experiencescape: a comparative assessment of hotels and Airbnb

2017 ◽  
Vol 29 (9) ◽  
pp. 2377-2404 ◽  
Author(s):  
Makarand Amrish Mody ◽  
Courtney Suess ◽  
Xinran Lehto
Keyword(s):  
Structural Equation ◽  
Hotel Industry ◽  
Sharing Economy ◽  
Equation Modeling ◽  
Experience Design ◽  
Experience Economy ◽  
Content Type ◽  
Experiential Consumption ◽  
Using Data ◽  
Practical Implications

Purpose Accommodations providers in the sharing economy are increasingly competing with the hotel industry vis-à-vis the guest experience. Additionally, experience-related research remains underrepresented in the hospitality and tourism literature. This paper aims to develop and test a model of experiential consumption to provide a better understanding of an emerging phenomenon in the hospitality industry. In so doing, the authors also expand Pine and Gilmore’s original experience economy construct. Design/methodology/approach Using data from a survey of 630 customers who stayed at a hotel or an Airbnb in the previous three months, the authors performed a multi-step analysis procedure centered on structural equation modeling to validate the model. Findings The authors demonstrate that the dimensions of serendipity, localness, communitas and personalization represent valuable additions to Pine and Gilmore’s original experience economy construct. Airbnb appears to outperform the hotel industry in the provision of all experience dimensions. The authors further define the pathways that underlie the creation of extraordinary, memorable experiences, which subsequently elicit favorable behavioral intentions. Practical implications The findings suggest the need for the hotel industry to adopt a content marketing paradigm that leverages various dimensions of the experience economy to provide customers with valuable and relevant experiences. The industry must also pay greater attention to its use of branding, signage and promotional messaging to encourage customers to interpret their experiences through the lens of these dimensions. Originality/value The study expands a seminal construct from the field of services marketing in the context of the accommodations industry. The Accommodations Experiencescape is offered as a tool for strategic experience design. The study also offers a model of experiential consumption that explains customers’ experiences with accommodations providers.

Designing a tourist experience for numen seekers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mujde Bideci ◽  
Caglar Bideci
Keyword(s):  
Design Methodology ◽  
Qualitative Method ◽  
Experience Design ◽  
Structured Interviews ◽  
Sacred Places ◽  
Content Type ◽  
Tourist Experience ◽  
Numinous Experience ◽  
Numinous Experiences ◽  
Practical Implications

Purpose Although tourist experience has been considerably studied, there is a dearth of research on spiritual cognitive stages in tourism literature. Therefore, this paper aims to reveal the dimensions of the tourist experience based on numinosity context. Design/methodology/approach A qualitative method is used by the etic and emic approach with an ethnographic background. After observation and active participation in the field, data was collected from 44 participants with semi-structured interviews to reveal their numinous experiences dimensions. Findings The results show that numinous experience in three categories (mysterium, tremendum and fascinans) can be evaluated in seven dimensions including history, story, awe, reverence, atmosphere, place-based and nature-based dimensions. Practical implications This study provides managerial and practical implications for tourism stakeholders to be aware of numinous experiences and to better manage sacred places. Originality/value This paper offers a novel tourist experience design in the numinous context to the best of the authors’ knowledge.

A leader's guide to innovation in the experience economy

2014 ◽  
Vol 42 (1) ◽  
pp. 24-29 ◽  
Author(s):  
B. Joseph Pine II ◽  
James H. Gilmore
Keyword(s):  
Digital Technology ◽  
Design Methodology ◽  
State Of The Art ◽  
Economic Value ◽  
Service Innovation ◽  
Experience Economy ◽  
Content Type ◽  
Functional Activities ◽  
Transformative Experiences ◽  
Practical Implications

Purpose – To succeed in the rapidly evolving experience economy executives must think differently about how they create economic value for their customers. Design/methodology/approach – Five value-creating opportunities are likely to drive further progress in the dynamic experience economy: customizing goods; enhancing services; charging for experiences; fusing digital technology with reality; and transformative experiences, a promising frontier. Findings – For leaders, five insights about the value-creating opportunities are key to achieving success via state-of-the-art experience staging, and they provide tested guidelines for managing in the experience economy, now and into the future. Practical implications – A huge first step in staging more engaging experiences is embracing the principle that work is theatre. So businesses should ask: What acts of theatre would turn our workers' functional activities into memorable events? Originality/value – Three key lessons: innovation to create high-quality experiences that customers will pay for is even more important than goods or service innovation. When you customize an experience, you automatically turn it into a transformation. Companies enabling transformations should charge not merely for time but for the change resulting from that time.

How B2B companies create economic value by designing experiences and transformations for their customers

2015 ◽  
Vol 43 (3) ◽  
pp. 2-6 ◽  
Author(s):  
B. Joseph Pine
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Economic Value ◽  
Discovery Process ◽  
Experience Economy ◽  
Content Type ◽  
Goods And Services ◽  
Industrial Companies ◽  
Set Up ◽  
Practical Implications

Purpose – This article explains how B2B companies can create economic value by designing experiences and innovations that will be transformative for their customers. Design/methodology/approach – The article shows that B2B goods and services are increasingly marketed in an Experience Economy, an arena where interactions are based on what experiences buyers and their customers value. Findings – The big value creation insight is that industrial companies. like consumer product companies, can create breakthrough innovations by understanding, responding to and transforming the experience of their customers. But with B2B companies the experience discovery process extends to their customers’ customers. Practical implications – Almost any B2B business can be transformative if it aims its innovation efforts at satisfying its customers emerging needs and those of its customers’ customers. These are the aspirational outcomes that transformative companies provide. Originality/value – One of the first articles to show leadership of B2B companies and their marketing and research units how to set up experience demonstrations and development projects that involve their customers in the process of customization, innovation and transformation.

User experience of creative class district: Punavuori neighborhood

Facilities ◽  
2016 ◽  
Vol 34 (9/10) ◽  
pp. 580-594 ◽  
Author(s):  
Sari Tähtinen ◽  
Inka Kojo ◽  
Suvi Nenonen
Keyword(s):  
Urban Area ◽  
Urban Design ◽  
Design Methodology ◽  
Secondary Data ◽  
Experience Design ◽  
Urban Context ◽  
Content Type ◽  
Starting Point ◽  
User Data ◽  
Practical Implications

Purpose This paper aims to present empirical testing of an experience-based usability framework to study an urban area. The framework is applied to the Punavuori neighbourhood in Helsinki, Finland, to understand the issues that make this neighbourhood attractive to its users. Design/methodology/approach The experience-based usability framework for an urban area study is the 6T-model of experience of place, which was developed by combining service and experience design tools and methods as well as former research to assess the user’s experience. The framework is tested by analysing data gathered from documents, a walkthrough of the neighbourhood and interviews. Findings This paper interprets users’ experiences of the Punavuori area using the 6T-model to capture new perspectives on user-centric urban design and the management of places. The identified connections can be a starting point for investigations into users’ experiences as a part of the usability of an urban area. Research limitations/implications The results represent a beginning study into the usability and the usability experience of individuals in the built environment. The preliminary testing of the experience framework is used as a framework for the analysis of the secondary data. The user data have not been gathered in the broadest sense. Practical implications The results can be used in other experience-based research for (re-)design an existing or new area that attracts new inhabitants and business. The results can be applied by urban planners as well as place managers. Originality/value The identified points of connection provide a valuable approach to capture and discuss about user experiences in complex urban context.

The experience economy approach to marketing Les Plus Beaux Villages brand in Russia

2016 ◽  
Vol 8 (3) ◽  
pp. 373-379 ◽  
Author(s):  
Anatoly Karpov ◽  
Alexander Merzlov
Keyword(s):  
Design Methodology ◽  
Socioeconomic Development ◽  
Management Practices ◽  
Case Study Approach ◽  
Experience Economy ◽  
Content Type ◽  
Study Approach ◽  
The Earth ◽  
Practical Implications

Purpose This study aims to analyze the possibilities for the development of an association of the most beautiful villages of Russia using an experience economy approach. Design/methodology/approach This study uses a case study approach based on the practices of the federation of the most beautiful villages of the Earth and the associations of the most beautiful villages of France, Italy, Japan, Canada and Germany. Findings Based on the analysis of the case studies of beautiful villages marketing in different countries and the methodology of the experience economy, the paper recommends essential changes in the management practices of the association of the most beautiful villages of Russia and its participants. Practical implications Several recommendations have been suggested for exploring, scripting and staging the experiences in beautiful villages of Russia. Originality/value The main output of this study is designed to provide guidance for the management of the association of the most beautiful villages of Russia, inhabitants of the most beautiful villages, rural tourism companies and local authorities in transition to the new experience economy approach accelerating the socioeconomic development of beautiful villages.

The swansong of the fascist octopus: creating effective change communications

2018 ◽  
Vol 39 (4) ◽  
pp. 66-70
Author(s):  
Peter Hirsch
Keyword(s):  
Change Process ◽  
Design Methodology ◽  
Social Implications ◽  
Change Processes ◽  
Content Type ◽  
Effective Change ◽  
Natural Tendency ◽  
Large Corporations ◽  
Practical Implications ◽  
Corporate Language

Purpose The purpose of this paper is to examine why corporations frequently do such a bad job in change communications and succumb to clichéd terminology when communicating change. Design/methodology/approach The approach was to identify particularly egregious examples of poor communications and to identify some reasons why change communications seems so difficult for large corporations. Findings Poor change communications has a number of sources. Chief of these is the failure to involve employees in the change process from the beginning and to acknowledge candidly that all change processes have losers as well as winners. Research limitations/implications The views expressed in the paper are based on the author’s own experience rather than extensively researched data. Practical implications While poor change communications will always exist, leaders who understand the natural tendency to use obscure and clichéd language in the field will be able to mitigate its effects. Social implications With trust in corporations at all-time lows, one can believe that more effective change communications will help to restore some of the lost trust between capital and labor. Originality/value While the clichéd corporate language is the frequent target of critics, there are few treatments of its connection with change communications.

scholarly journals Transformational change by a post-conventional leader

2019 ◽  
Vol 40 (4) ◽  
pp. 457-471 ◽  
Author(s):  
Eva Norrman Brandt ◽  
Sofia Kjellström ◽  
Ann-Christine Andersson
Keyword(s):  
Change Process ◽  
Design Methodology ◽  
Organizational Transformation ◽  
Transformational Change ◽  
Change Processes ◽  
Structured Interviews ◽  
Content Type ◽  
Roles And Responsibilities ◽  
Holistic Understanding ◽  
Practical Implications

Purpose The purpose of this paper is to examine people’s experience of a change process and if and how post-conventional leadership principles are expressed in the change process. Design/methodology/approach The study used a retrospective exploratory qualitative design. In total, 19 semi-structured interviews and 4 workshops were conducted and analyzed in accordance with a thematic qualitative analysis. Findings The post-conventional leadership appears to have facilitated an organizational transformation where explorative work methods aimed at innovation and improvement as well as holistic understanding was used. Dispersed power and mandate to employees, within set frames and with clear goals, created new ways of organizing and working. The leader showed personal consideration, acknowledged the importance of the emotionally demanding aspects of change and admitted the leader’s own vulnerability. Balance between challenge and support created courage to take on new roles and responsibilities. Most employees thrived and grew with the possibilities given, but some felt lack of support and clear directions. Practical implications Inspiration from this case on work methods and involvement of employees can be used on other change efforts. Social implications This study provides knowledge on leadership capabilities needed for facilitation of transformational change. Originality/value Few transformational change processes by post-conventional leaders are thoroughly described, and this study provides in-depth descriptions of post-conventional leadership in transformational change.

How organizations can successfully navigate change

2019 ◽  
Vol 27 (6) ◽  
pp. 10-12
Keyword(s):  
Case Studies ◽  
Change Process ◽  
Design Methodology ◽  
Reading Time ◽  
Operating Environment ◽  
Content Type ◽  
Successful Transition ◽  
Rapid Pace ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Adapting to the rapid pace of change in their operating environment is challenging for most firms. Successful transition becomes likelier if organizational leadership displays the skills and attributes needed to motivate employees and gain their support for the change process. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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