ABSTRACT
This chapter discusses the implications of ‘experience economy’ and describes the importance of accounting for the interaction part of hospitality experiences and the need for hosts and guests to really understand each other. It explains specific tools and methods to ensure a full understanding of customers, part of the first step in the process of designing successful hospitality experiences. The chapter explores the remaining steps in the process and illustrate them with supporting theories, models, and practical examples. Thinking about the appropriate interactions and servicescapes that, put together, create a hospitality experience, student need to realise that both constantly influence each other. This means that the designer of a hospitality experience needs to base his choices of interactions and servicescapes on the full guest journey that a guest will engage in. The key in designing hospitality experiences is to make sure that this interaction with culture and relationship creates a natural fit between receiver and source.
