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Building Great Customer Experiences
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.
Geomorphosites
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Patente
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Giessereipraxis
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Marketing of Tourism Experiences
This book provides a review of the current theory and practice of experiential tourism and how it is marketed. Many societies today are characterised by widespread individual wealth of an order previously confined to the elite with the consequence that ownership of ‘ordinary’ physical goods is no longer a distinguishing factor. Instead people are now seeking the ‘extraordinary’ with examples being bodies enhanced through surgery, personal fitness trainers, and, in the case of leisure and tourism, seeking unique and unusual places to visit and activities to undertake. This trend manifests in the increasing consumption of services and the addition of experiential elements to physical goods by businesses aware of societal changes. The trend is enhanced by rapidly changing technology and economic production methods providing new sectors of the world’s population with access to the consumption experiences that are repeatedly featured in the media. This is the experience economy, characterised by a search by consumers for fantasies, feelings, and fun. This book was based on a special issue of Journal of Hospitality Marketing & Mangement.
The Tourist as a Metaphor of the Social World
This book contains a selection of papers from the prestigious Research Committee on International Tourism presented at the World Congress of the International Sociological Association, Brisbane, Australia, July 2002. It provides a sociological and anthropological critique of existing tourism theory as well as some directions for its future development and research. While much of the present understanding of the tourist and tourism is grounded in metaphor (e.g. tourism as a sacred journey, tourism as play, the tourist as a child, etc.) such analogies need to be linked to transformations in tourism generating and receiving societies. Hence the focus on the tourist and everyday life, socio-psychological dimensions of the tourist experience, the tourist and conflicting expectations, and the tourist in a changing world.
