Despite increased interest in experience and experience design in hospitality, tourism, and leisure, the field remains emergent. For experience design to mature in research and practice, clear consensus conceptualization of key constructs, like memorable, meaningful, and transformative experiences, is needed. While existing research identifies emotions as the key to memorable experiences, more conceptual work is needed to understand the unique impact and process behind meaningful experiences. This paper proposes an expanded conceptualization of the impact and process associated with meaningful experiences. We suggest that as individuals reflect on existing experiential (i.e., autobiographical) memories, they can extract insight from those memories. If any of the extracted insights connect with core sources of meaning, then the individuals perceive their experience as meaningful. Suggestions for potential strategies to design for meaningful experiences are also shared.
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Within large service organizations there are currently two trends visible. These trends seem to be diametrically opposed. On the one hand organizations face increasing price pressure and thus a pressure to cut costs. One of the consequences of this trend is that organizations are increasingly encouraging customers to make more use of digital communication channels. At the same time, companies find it important to know their customers in order to respond adequately to their needs. To do this, organizations must have a certain degree of personal involvement to their customers and they must have regular personal contact. It is assumed that both trends – digitisation and personalisation – will have a strong impact on customer experience and (perhaps) on the relational models customers use. If it is true that relational models - so the way in which people perceive and assess a relationship - play a role in the perception of the customer, it is also interesting to know if it is possible to influence these relational models. During the last fifty years much research has been done into the possibilities to influence customers by using subliminal priming techniques. In these techniques thoughts and feelings are unconsciously activated by showing people certain words or images (eg Bargh, Chen & Burrows, 1996; Dijksterhuis, 2005). In recent years a number of experiments were performed in which customers were unconsciously primed at some type of relationship (eg Aggarwal, 2004; McGraw & Tetlock, 2005; Tuk, Verlegh, Smidts & Wigboldus, 2009). These experiments showed that it is possible to activate a certain type of relationship. The experiments however the researchers used scenario’s based on an interpersonal relationship, and often to a fictitious relationship. The question is whether priming techniques also work for an already existing and more complex relationship between an organization and its customers. From 2010-2013 we conducted research for six large service providers in banking, insurance, utilities and social welfare to discover what the customer experience of these organisations, what role relational models played in customer experience and whether it was possible to influence these relational models. The research project has provided answers to the following questions: - Which relational models are used by customers and what is the influence of these models on customer experience? - What is the influence of digitisation in customer communication on relational models and customer experience? - What is the influence of personalisation in customer communication on relational models and customer experience? And finally, - Is it possible to influence relational models (and customer experience) by using specific words and images that are associated with relational models (relational framing)?
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Denim Democracy from the Alliance for Responsible Denim (ARD) is an interactive exhibition that celebrates the journey and learning of ARD members, educates visitors about sustainable denim and highlights how companies collaborate together to achieve results. Through sight, sound and tactile sensations, the visitor experiences and fully engages sustainable denim production. The exhibition launches in October 2018 in Amsterdam and travels to key venues and locations in the Netherlands until April 2019. As consumers, we love denim but the denim industry, like other sub-sectors in the textile, apparel and footwear industries, faces many complex sustainability challenges and has been criticized for its polluting and hazardous production practices. The Alliance for Responsible Denim project brought leading denim brands, suppliers and stakeholders together to collectively address these issues and take initial steps towards improving the ecological sustainability impact of denim production. Sustainability challenges are considered very complex and economically undesirable for individual companies to address alone. In denim, small and medium sized denim firms face specific challenges, such as lower economies of scale and lower buying power to affect change in practices. There is great benefit in combining denim companies' resources and knowledge so that collective experimentation and learning can lift the sustainability standards of the industry and lead to the development of common standards and benchmarks on a scale that matters. If meaningful, transformative industrial change is to be made, then it calls for collaboration between denim industry stakeholders that goes beyond supplier-buyer relations and includes horizontal value chain collaboration of competing large and small denim brands. However collaboration between organizations, and especially between competitors, is highly complex and prone to failure. The research behind the Alliance for Responsible Denim project asked a central research question: how do competitors effectively collaborate together to create common, industry standards on resource use and benchmarks for improved ecological sustainability? To answer this question, we used a mixed-method, action research approach. The Alliance for Responsible Denim project mobilized and facilitated denim brands to collectively identify ways to reduce the use of water and chemicals in denim production and then aided them to implement these practices individually in their respective firms.
Advances in technology are opening up new learning opportunities, consequently having an impact on conventional teaching and learning concepts. The roles of teachers, students and universities are also being transformed worldwide. The Academy for Leisure & Events of BUas has always been part of the above quest.Therefore, it is crucial that teaching methods and learning experiences in higher education are dynamic and continuously incorporate innovative approaches as well as integrate new technologies. After all, it is essential to be prepared for the way students learn nowadays and for the future demand coming.It is now more important than ever, especially considering the challenging coronavirus times we are in, for Breda University of Applied Sciences – as a partner of this project – to actively contribute to strengthening staff capacities in innovative teaching and learning methods and digital skills. For instance by offering training courses in a blended model, combining face-to-face teacher training with MOOCs and e-learning.As designing meaningful experiences has always been at the heart of the mission and work ofthe Academy for Leisure & Events, this project builds upon further extension of networks in teaching and learning innovation in national and international higher education contexts.Partners:FH Joanneum University of Applied Sciences, Universidad Carlos III de Madrid, Universidad de Lima, Universidad Catolica San Pablo, Universidad de Piura, Universidad Austral de Chile, Universidad de Santiago de Chile, Universidad Vina del Mar
Many entrepreneurs on Texel want to onboard nature into their business. While a legal toolkit is available (“Onboarding Nature”), they still struggle to bring in the perspective of nature and future generations into their activities in a meaningful way. Representing this shared need, the National Park Duinen van Texel initiated a quest: How can local businesses (including the National Park’s Gastheren) on Texel effectively onboard Nature and Future Generations into their companies in order to secure thriving ecosystem? Realizing that a growing number of businesses are ready to consider an eco-centric perspective on how they run their operations, they feel unequipped to make the change. Therefore drawing on the “Onboarding Nature” toolkit (www.onboardingnature.com), the research team seek to tackle the question: How can we establish new methodologies for mindset shifts that help local businesses on Texel move from an anthropocentric to an ecocentric perspective that fosters ecosystemic regeneration for Future Generations of all Life? Through participatory, art and design-based research methodologies the project explores how entrepreneurs incorporate nature’s voice into both their strategic planning and daily operations. The expected result is a guidebook with practices and materials that support reframing towards an ecocentric perspective when Onboarding Nature. Results will complement the existing “Onboarding Nature” toolkit. By the end of the project, Texel’s entrepreneurs will co-develop the tools and gained experiences to become guardians of a thriving ecosystem, including (future) humans. This initiative will serve as a scalable model for other National Parks, empowering them to adopt a similar transformative approach. Partners: • Center of Expertise Wellbeing Economy and New Entrepreneurship Avans University of Applied Sciences • Center of Expertise Digital Operations & Finance The Hague University of Applied Sciences • De Organisatie Activist, • National Park Duinen van Texel • World Ethic Forum, • Nyenrode Business University • Nature
