2. Experience Staging

Correctlytechnical performance and

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Unformatted text preview: . It is a new way of engaging varied publics and one that should make interactions with one organization unique and distinct from interactions with others. The value created for participants by these techniques may include the immediate motivational and emotional states that are associated with participation, the memories of that immediate experience, or the transformations that result from participation. Value may be reྰected in many ways. Among these expressions of value are participants’ decisions to commit time to the offering; their willingness to persist in participation; their decisions to accept social, psychological, and physical risks associated with participation; or their decision to spend money that, in many settings, is necessary to secure rights to engage in the offering. In this paper, we have shown how the staging of these experiences ྰts with notions of value and the emergence of an “experience industry.” We have also advanced the beginnings of a technology for crafting recreation offerings in ways that create value through the quality of experiences that they yield. While not universally applicable to experience offerings, this technology points to speciྰc principles that may be used in a broad range of contexts and settings. A number of implications are identiྰable. First, if experience offerings that an organization provides are to be comparable in quality to others within the experience industry, recreation managers are faced with the challenge of elevating the quality of experiences of their guests through increased attention to the “artistic performance” of their front- line staff. In addition to traditional notions of service quality (“technical performance”), professionals who directly stage experience offerings must attend to matters of theme, engagement of multiple senses, and ways of adding unanticipated value to their offerings. For public sector organizations,...
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This document was uploaded on 09/20/2013.

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