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2. Experience Staging

Exhibit of artifacts from the

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Unformatted text preview: another person is an act of personalizing an experience. The “artistic performance” portion of our model points to three general principles: theme performance, multi- sensory performance, and unanticipated value performance. Evaluating one’s success at staging a themed experience requires examining the quality, consistency, and appropriateness of physical and interpersonal cues used to immerse guests in the theme. In addition, as Pine and Gilmore (1999) note, hosts must “stay in character” and “perform to the theatrical form” that is appropriate to their position. Negative cues that detract from the theme and reduce immersion and absorption of guests in the experience (Pine & Gilmore, 1999; Oh, Fiore, & Jeoung, 2007) must be eliminated. Examples of these would be inappropriate visual, olfactory, auditory, and tactile cues, as well as the collection of deྰciencies in the “technical performance” set. Artistic performance may also be enhanced through inclusion of techniques to stimulate multiple senses and through adding unexpected value to the encounter (Pine & Gilmore, 1999; Kano, 1984). Mechanisms for adding unexpected value include customizing experiences to the individual through genuine expressions of empathy, and provision of unexpected items of value. Additionally, memorabilia may be a useful mechanism for creating unexpected value. Examples of intangible memorabilia may also be considered. It is reasonable to propose that sincere compliments about performance of a guest in an encounter or about contributions that a guest made to the experience of others may be particularly memorable and have an effect similar to or even greater than that of tangible memorabilia. Adults, for example, often remember comments that youth coaches, choreographers, or production directors made about their performance in sport or artistic events many years after those comments were made. The technical performance and artistic performance...
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