Guest Experience Model - Engelstalige versie

The touristic recreational sector often involves services in which emotional aspects frequently play a largerole. The phenomenon ‘experience’ has increased enormously within the sector. Businesses are increasingtheir efforts directed at creating the optimal guest experience. The customer experience is also startingto play a growing role outside of the hospitality industry.

The distinctiveness of an organization can no longer easily be realized through a strategy of product leadership or operational excellence2. The strategy has lost its effectiveness during the past years. However,the battle can (still) be won on the experience level.

A model that is very useful in realizing an optimal guest/customer experience is the Guest Experience Model by Van Wijngaarden (2006). The Guest Experience Model® explains the manner in which the customer experience of a product or service originates and what resources a specific supplier has on hand to orchestrate the ultimate experience.

This e-book explains the model step-by-step and illustrates it with a case. The e-book is delivered within 24 hours to the specified mail address.