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Summary Knowledge clip - guest experience model (Operational Management)
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Summary knowledge clip guest experience model
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Knowledge clip – guest experience modelA way to enhance the guest experience, where is built upon and how to you get the guest
experience?
The first part of the guest experience model is the foundation, which consist of the vision (the dream
of existing), mission (how, which products etcetera), values, and experience concept.
Values guide the perspective of the organization as well as its action. Furthermore, it
helps and organization defines its culture and beliefs. And lastly, when members of
the organization subscribe to a common set of values, the organization appears unite
when it deals with various issues.
The first pillar is people, which are all staff of the organization who have customer contact. Secondly
setting, which is about the presentation of the organization to the outside world:
Physical (building, facility, products)
Virtual (website, email)
The third and last pillar, the process. All (practical) support processes that a customer/ guest/
member of the organization must go through to use the core product and/or the core service of the
organization (waiting times, forms, etcetera).
These 3 pillars are the supporting the guest experience. These are the three touchpoints through
which they are able to support/ built the roof. The roof which is the guest experience.
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