Frans Melissen

Fully revised and updated, the second edition of this popular text focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on the potential contribution of events, tourism and hospitality to sustainable development. The book offers an innovative approach for successfully co-creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. Moreover, it shows how the experience economy and sustainable development both reinforce one another and create challenges that organisations and professionals can address through this approach. This second edition has been updated to include: • Increased focus on sustainability, including social aspects of sustainable development. • Increased focus on the importance of evaluation and iteration in designing and staging experiences, as well as the added value of digital and hybrid touchpoints and experiences in relation to customer journey design. • Templates, tools, practical examples throughout to aid learning and doing in challenge-based education. • New international case studies by leading authors in the field of experiences and sustainability. • New online resources, including facilitation guidelines, templates, canvases such as the Experience Purpose Canvas and weblinks related to tools, methods and exercises described within the book. Combining a design science, a social science and a responsible marketing perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of Events, Tourism and Hospitality Management, but also related fields.

Fully revised and updated, the second edition of this popular text focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on the potential contribution of events, tourism and hospitality to sustainable development. The book offers an innovative approach for successfully co-creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. Moreover, it shows how the experience economy and sustainable development both reinforce one another and create challenges that organisations and professionals can address through this approach. This second edition has been updated to include: • Increased focus on sustainability, including social aspects of sustainable development. • Increased focus on the importance of evaluation and iteration in designing and staging experiences, as well as the added value of digital and hybrid touchpoints and experiences in relation to customer journey design. • Templates, tools, practical examples throughout to aid learning and doing in challenge-based education. • New international case studies by leading authors in the field of experiences and sustainability. • New online resources, including facilitation guidelines, templates, canvases such as the Experience Purpose Canvas and weblinks related to tools, methods and exercises described within the book. Combining a design science, a social science and a responsible marketing perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of Events, Tourism and Hospitality Management, but also related fields.

This book discusses sustainability within the facility management industry. However, it is not another anthology of so-called best practices and the seemingly endless range of certification schemes. It is also not a (marketing) guide on how to communicate high-pitched sustainability ambitions to potential customers to increase (short-term) market share. Instead, this book is based on the realisation that most facility management businesses and departments actually find it hard to truly integrate sustainability into their strategies, tactics and day-to-day operations in a coherent way. It is also based on the reference point that sustainable development cannot be realised only through technological advancements and new procedures; it requires new behavioural patterns of people. Not only of your own employees, as a supplier or department, but also of those for whom you design, stage and manage optimal workplace experiences. Those patterns will not emerge from nowhere but need to be purposely created and cultivated, based on a thorough understanding of what people and organisations need, want and desire. Through reviewing specific barriers and opportunities related to practical situations and examples at all three levels of facility management – the operational, tactical and strategic level – and supported by the latest theoretical insights, this book provides students and practitioners with inspiration and suggestions for using sustainability as a guideline for improving workplace experience concepts and FM strategies, services and processes. Each chapter uses specific cases and examples as the starting point for reflecting on avenues to move from treating sustainability as an add-on to using it as a powerful concept to create optimal workplace experiences. In doing so, these reflections provide lecturers, students and current and future professionals with practical guidelines and pointers to take sustainability within the facility management industry to a much-needed next level.

This book discusses sustainability within the facility management industry. However, it is not another anthology of so-called best practices and the seemingly endless range of certification schemes. It is also not a (marketing) guide on how to communicate high-pitched sustainability ambitions to potential customers to increase (short-term) market share. Instead, this book is based on the realisation that most facility management businesses and departments actually find it hard to truly integrate sustainability into their strategies, tactics and day-to-day operations in a coherent way. It is also based on the reference point that sustainable development cannot be realised only through technological advancements and new procedures; it requires new behavioural patterns of people. Not only of your own employees, as a supplier or department, but also of those for whom you design, stage and manage optimal workplace experiences. Those patterns will not emerge from nowhere but need to be purposely created and cultivated, based on a thorough understanding of what people and organisations need, want and desire. Through reviewing specific barriers and opportunities related to practical situations and examples at all three levels of facility management – the operational, tactical and strategic level – and supported by the latest theoretical insights, this book provides students and practitioners with inspiration and suggestions for using sustainability as a guideline for improving workplace experience concepts and FM strategies, services and processes. Each chapter uses specific cases and examples as the starting point for reflecting on avenues to move from treating sustainability as an add-on to using it as a powerful concept to create optimal workplace experiences. In doing so, these reflections provide lecturers, students and current and future professionals with practical guidelines and pointers to take sustainability within the facility management industry to a much-needed next level.

Over the past few years the hospitality industry has become a lot more sustainable than it used to be. However, the industry’s contribution to the sustainable development of our societies is still significantly smaller than it could be. This book specifically addresses the links between operations, tactics and strategy from a sustainable development perspective and moves beyond describing what is to reflect on what could be or even what should be, thus providing students with a concise guide for improving sustainability concepts and businesses in the hospitality industry. Each chapter uses specific cases and examples to reflect on different ways in which sustainability principles can be used for revisiting the host–guest relationship and improving the industry’s business processes and models. In doing so, the book provides current and future professionals with guidelines, inspiration and a call for action to take sustainability within the hospitality industry to the next level, based on inclusiveness, equality and a sustainable relationship with our natural environment.

Over the past few years the hospitality industry has become a lot more sustainable than it used to be. However, the industry’s contribution to the sustainable development of our societies is still significantly smaller than it could be. This book specifically addresses the links between operations, tactics and strategy from a sustainable development perspective and moves beyond describing what is to reflect on what could be or even what should be, thus providing students with a concise guide for improving sustainability concepts and businesses in the hospitality industry. Each chapter uses specific cases and examples to reflect on different ways in which sustainability principles can be used for revisiting the host–guest relationship and improving the industry’s business processes and models. In doing so, the book provides current and future professionals with guidelines, inspiration and a call for action to take sustainability within the hospitality industry to the next level, based on inclusiveness, equality and a sustainable relationship with our natural environment.

Experiences are an important part of our lives and increasingly represent a crucial topic to address for businesses and professionals. This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on sustainable development. The book offers an innovative approach for successfully creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. Moreover, it shows how the experience economy and sustainable development both reinforce one another and create challenges that businesses and professionals can address through this approach. Critical thinking questions, practical examples and international case studies are integrated throughout the text. Combining a design science and a social sciences perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of Events, Tourism and Hospitality Management, but also related fields.

Experiences are an important part of our lives and increasingly represent a crucial topic to address for businesses and professionals. This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on sustainable development. The book offers an innovative approach for successfully creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. Moreover, it shows how the experience economy and sustainable development both reinforce one another and create challenges that businesses and professionals can address through this approach. Critical thinking questions, practical examples and international case studies are integrated throughout the text. Combining a design science and a social sciences perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of Events, Tourism and Hospitality Management, but also related fields.

Hospitality Experience offers students an exciting introduction to key aspects of hospitality management. The authors provide a refreshing focus on how hospitality experiences can be created and managed successfully. With a comprehensive overview of the hospitality industry, the textbook familiarizes students with the basics of hospitality management and offers analysis as well as cases and practical examples. Designed primarily for entry-level students at all levels, the book will also be of interest to professionals working in the business.

Hospitality Experience offers students an exciting introduction to key aspects of hospitality management. The authors provide a refreshing focus on how hospitality experiences can be created and managed successfully. With a comprehensive overview of the hospitality industry, the textbook familiarizes students with the basics of hospitality management and offers analysis as well as cases and practical examples. Designed primarily for entry-level students at all levels, the book will also be of interest to professionals working in the business.