ABSTRACT
Service experience management is the core of hospitality and tourism experiences. Creating a strong customer experience is a leading management objective and is considered a distinct construct to marketing and management. The customer experience is conceptualized as holistic, comprising multiple touchpoints, in an end to end journey, involving the customers’ cognitive, affective, emotional, social, and sensory elements. The experiencescape serves as a canvas for the consumption experience. The experiencescape is a blend of both the physical and social elements that affect the customer’s overall experience. The physical environment in which the experience is created is called the servicescape and can also be described as the physical setting in which a service process takes place. Key components in assessing the servicescape are its role in the service experience, the physical environment, and the influence of atmospherics.
