CENTRAL MINDANAO UNIVERSITY
COLLEGE OF HOME ECOLOGY
DEPARTMENT OF HOSPITALITY MANAGEMENT
HM 65 QUALITY SERVICE MANAGEMENT
REPORT ABSTRACT
Submitted by:
JUSTINE KISHA R. MALIZA
CHRISZEL G. PANGAN
Submitted to:
MARY DAFNIE DAL T. LIMOCON
HM 65 INSTRUCTOR
September 05 2023
A. OBJECTIVES
At the end of my report my classmates should be able to:
1. To discuss the influential factors affecting the experiencescape.
2. To explain the importance of experiencescape relating to hospitality industry.
3. To describe why creating a great atmosphere and memorable experiences
matter in the hospitality industry.
B. TOPICS TO BE PRESENTED:
EXPERIENCESCAPE
C. DEFINITION OF TERMS
Experiencescape- is a term that has been used to describe immersive and
engaging environments designed to provide unique and memorable
experiences for individuals.
Holistic- an approach in hospitality means considering not only the physical
aspects like room comfort and amenities but also the emotional and
experiential aspects (like personalized service)
Comprising Multiple Touchpoints- refers to a situation where a process or
experience involves multiple points of interaction or contact between a person
or entity and a customer or user.
End-to-End Journey- refers to the complete experience that a guest
undergoes from the moment they first interact with the establishment to the
point of their departure.
Physical- The physical dimension of an experiencescape refers to the
tangible and sensory aspects of the environment.
Social- The social dimension of an experiencescape relates to the
interactions and relationships that visitors have with other people within the
environment.
Organizational- The organizational dimension of an experiencescape
focuses on the behind-the-scenes elements that contribute to the overall
experience. This includes the management, operations, policies, and
procedures that shape how the experiencescape functions.
D. SUMMARY/OVERVIEW OF THE REPORT
"Experiencescape" is a term that refers to a conceptual framework for
understanding and designing immersive and memorable experiences. It
encompasses a wide range of contexts, including tourism, entertainment,
marketing, and education. The core idea behind the experiencescape concept
is to create environments or narratives that engage individuals on multiple
sensory and emotional levels, leaving a lasting impression and fostering a
sense of personal connection.
Experiencescape applications are diverse and can range from theme
parks and virtual reality simulations to brand activations, museum exhibits,
and educational programs. The concept has gained popularity as businesses
and organizations seek innovative ways to engage their audiences in a
crowded and digitally connected world.
Lastly, an experiencescape is a designed environment or narrative that
immerses participants in a multi-sensory, emotionally resonant, and often
interactive experience. It aims to create lasting memories and connections,
making it a valuable tool in fields like entertainment, marketing, tourism, and
education.
E. LITERATURE OF THE STUDIES
Citing published research and articles with additional analysis/explanation in relation
to the topic assigned
The term "experiencescape" has gained increasing attention in various fields,
including marketing, tourism, entertainment, and design, over the past few decades.
It represents a conceptual framework for understanding and designing immersive
and memorable experiences that engage individuals on multiple sensory and
emotional levels.
Pine and Gilmore's Experience Economy
One of the seminal works that laid the foundation for the experiencescape
concept is Pine and Gilmore's "The Experience Economy" (1999). They introduced
the idea that experiences are a distinct economic offering and argued that
businesses could create value by staging memorable and immersive experiences.
This book has been influential in shaping discussions around the economic and
strategic importance of experiences.
Holbrook's Consumption Experience
Holbrook (1999) contributed to the conceptualization of the experiencescape
by presenting the "postmodern consumption experience." He emphasized that
consumption goes beyond the utilitarian aspects and encompasses hedonic and
emotional dimensions. This perspective aligns with the idea that experiencescapes
aim to evoke strong emotions and engage multiple senses.
Tourism and Experiencescapes
In the context of tourism, Pine and Gilmore's ideas have been particularly
relevant. For instance, the role of experiencescapes in destination marketing. They
argued that creating unique and immersive experiences can enhance a destination's
competitiveness and attract tourists.
The concept of experiencescape has evolved over the years, encompassing
various domains and applications. Scholars have recognized its significance in
creating immersive and memorable experiences that engage individuals on sensory
and emotional levels. From its roots in Pine and Gilmore's Experience Economy to
its applications in tourism, marketing, theme park design, digital technology, and
education, the experiencescape concept continues to be a valuable framework for
understanding and designing engaging experiences.
As of 2021, the field of experiencescapes is dynamic and multidisciplinary,
offering opportunities for further research and exploration in creating meaningful and
impactful experiences for individuals and organizations.
F. CONCLUSION
1. Getting Ahead of the Competition- Tourism and hospitality businesses can do
better than their rivals by creating awesome experiences for visitors. These
unique and memorable experiences can make places like hotels, resorts, and
restaurants stand out and attract more kinds of travelers.
2. Making Places More Attractive- When tourist spots invest in making exciting
and special experiences for people, they become more interesting to travelers
things like cultural adventures or fun theme parks can make a place famous
and bring in more tourists.
3. Getting Visitors Interested- Experiences that really grab tourists' attention are
important. When people feel deeply connected to a place through their senses
and emotions, they're more likely to come back again and tell others how
great it was.
4. Boosting the Local Economy- Creating these cool experiences can help
regions make more money. Tourism isn't just about hotels and food – it's also
about selling unique experiences, tours, and cultural stuff. This helps local
businesses and the community.
5. Caring About the Environment and CultureMany travelers care about
protecting the environment and experiencing the real culture of a place. So,
businesses that focus on being eco-friendly and genuine in their experience
offerings match the preferences of these responsible tourists.
G. RECOMMENDATION
1. Know Your Guests- Get to know your guests' likes and dislikes to make their
stay special and unique.
2. Tell a Great Story- Create interesting stories about your hotel or resort to
make the visit more fun and memorable.
3. Use All Senses- Make the place look, sound, and even smell nice to make
guests feel amazing.
4. Care for the Environment- Be eco-friendly and show off the local culture to
attract responsible travelers.
5. Be Technology Fun: Use cool technology like virtual reality or phone apps to
make the stay interactive and exciting for guests.
H. REFERENCES
Bitner, M.J. (1992), “Servicescapes: the impact of physical, social and organizational
surroundings on customers and employees”, Journal of Marketing, Vol. 56 No.
2, p. 57.
Chieh Chiu Yu (2023) Exploiting service design in service quality: escorting the
customer’s experiential value in the journey of a star-rated hotel. Department
of Creative Design, National Yunlin University Of Science And Technology,
Douliou, Yunlin 64002, Taiwan
Gilmore, James and Pine, Joseph II (1999) welcome to the experience economy.
Harvard Business Review.
Holbrook, Morris B. (2006) Consumption experience, customer value, and subjective
personal introspection: an illustrative photographic essay. Journal of Business
Research 59(6):714-725
