Summary Setting The Scene For The Guest Experience

Setting the Scene for the Guest Experience


Why is creating a theme important?

- Themes create a fantasy
- An example is Disney World


Why is the environment important?

- The quality of the environmental context affects the quality of the experience in itself, and the guests
opinion of the hospitality organization.


How does the service environment affect the guests?

- The environment, the perceived service environment, the individual moderators, and the responses of
the guest can make an influence on the guest, and determines whether the guest will come and stay or
stay away.


The Environment components:

- Ambient Conditions
- Use of Space
- Signs, symbols, and artifacts
- Other people


The individual moderators:

- Mood
- Personality
- Expectations
- Demographics


Types of responses:

- Physiological
- Cognitive
- Emotional