Experience Economy: Literature Review
3. Literature Review
In the literature review relevant literature will be discussed and evaluated.
3.1 The experience economy
In 1998 Joseph Pine and James Gilmore published an article describing the transformation of the economy into an experience economy. In this economy, the experience is seen as a distinct economic offer, the consumer doesn’t buy a product or service anymore, they buy an experience. Pine and Gilmore describe how an experience can transform an ordinary product or services into something special, a distinct economic offer, that customers will remember. As McArthurGlen focusses on the guest experience, this article is relevant to this thesis. Pine and Gilmore (1998) say that “an experience occurs when a company intentionally
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The model is popular in various industries among marketing and management researchers and practioners (Mikulić, Prebežac, 2011). The model distinguishes three categories, in which the product attributes can be placed, each category has a different effect on the customer satisfaction, through a questionnaire the different product attributes can be placed in one of the categories (Matzler & Hinterhuber, 1998). Based on Kano’s original publication Rivière et al. (2006) wrote that “Kano et al. (1984) concluded that the relationship between fulfilment of a need and the satisfaction or dissatisfaction experienced is not necessarily linear.” The model is used to assess the importance of different product attributes/features on customer satisfaction (Rivière, Monrozier, Rogeaux, Pagès, & Saporta, …show more content…
Must-be qualities
These requirements are the basic requirements of the product. The consumers are expecting this, and see these as the “bare-minimum”. When companies fulfill this requirement, it will not lead to a higher customer satisfaction, it will only lead to a state where customers are not dissatisfied. If the requirement is not there, the consumers will not be interested in the product or service.
2. One dimensional-attributes
One dimensional attributes are often demanded by the customer, when fulfilled it will lead to customer satisfaction, when not it will lead to dissatisfaction. The effect is almost linear, if there is a high level of fulfillment, there will be a high level of customer
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