The Event Experience

Question 1

Experience (Holbook and hirschman,1982)

Answer 1

A personal occurrence, often with important emotional significance, founded on the interaction with stimuli which are the products and services

Question 2

Experience (caru and cova,2003)

Answer 2

The consumer is seen as an individual emotionally involved in (consumption) in which the multi - sensory, imaginary and emotive aspects, in particular, are though and appreciated

Question 3

Service quality vs experience

Sequal dimensions:

. Tangibles 
. Reliability 
. Responsiveness 
. Assurance 
. Empathy

Answer 3

Tangibles: appearance of physical facilities, equipment, personnel and communication materials

Reliability: ability to perform the promised service dependably and accurately

Reponsiveness: willingness to help customers and provide prompt service

Assurance: knowledge and courtesy of employees and their ability to inspire trust and confidence

Empathy: caring/ individualised attention the firm provides its customers

Question 4

Tangibles

Answer 4

. Modern equipment
. Visually appealing facilities
. Employees who have a neat, professional appearance
. Visually appealing materials associated with the service

Question 5

Reliability

Answer 5

. Providing services as promised
. Dependability in handing customers service problems
. Performing services right the first time
. Providing services at the promised time
. Keeping customers informed about when services will be performed

Question 6

Responsiveness

Answer 6

. Prompt service to customers
. Willingness to help customers
. Readiness to respond to customers request

Question 7

Assurance

Answer 7

. Employees who instil confidence in customers
. Making customers feel safe in their transactions
. Employees who have the knowledge to answer questions

Question 8

Empathy

Answer 8

. Giving customers individual attention
. Having the customers best interest at heart
. Employees who understand the needs of their customers

Question 9

Plutchiks model

8 primary emotions

Answer 9

1. trust
2. Fear
3. Surprise
4. Sadness
5. Disgust
6. Anger
7. Anticipation
8. joy

Question 10

Adjacent emotions

Answer 10

Adjacement emotions combine as emotions listed around the perimeter, for example fear plus anticipation produces anxiety — adapted from plutchik.2001

Question 11

Origins of emotions (csikszentmihaly, 1997)

Experiential outcomes:

Answer 11

. We feel that we control the activity
. Our worries and concerns disappear - loss of anxiety
. Our subjective experience of time is altered
. Enjoyment

Question 12

Pride

Answer 12

Only triggered when you conclude that your rank is higher

Eventually your rank is not higher anymore

(Pride of attending on event? How long does it last?) Devon 2006

Question 13

Fear — Devon,2006

Answer 13

When we think we know what we are afraid of

Has a specific object
False expectations appearing real
Conditioned association between object and our emotion

Linked to a reward-increase in rank
. Rank is usually assigned with: money( the more you contribute to group happiness, the more you are paid)
. Titles, perquisites and trophies( better parking spot, medals, larger office)

Directed to you or your group: 
. Treated as an equal by a higher ranked person 
. Are the underdog and win 
. Are complimented by others 
. Win an award of contest 
. Buy or receive new possessions