Satisfying the basics: reflections from a consumer perspective of attractions management at the Millennium Dome, London

Hemmington, Nigel; Bowen, David; Wickens, Evgenia; Paraskevas, Alexandros

doi:10.1002/jtr.520

Cited by 5 publications

(2 citation statements)

References 17 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Such extraordinary events take place in sacred spaces (Turner 1974; Schechner 1977), set apart from everyday life, and are conducted according to rules that allow the participants and audience to explore activities and feelings outside their normal experience. To Schechner (1977), a ‘theatre’ is any space set apart for this purpose, a definition that could include the restaurant setting for a special meal (Hemmington et al. 2005).…”

Section: The Drama Of Eating Out – the Consumer Perspectivementioning

confidence: 99%

Drama in the dining room: theatrical perspectives on the foodservice encounter

2008

Self Cite

View full text Add to dashboard Cite

This paper examines the development of the theatrical metaphor in the services management and consumer behaviour literature, and explores the insights this metaphor provides for the management of the encounter between the consumer and the foodservice provider. At one level, regarding foodservice as a theatrical performance encourages managers to 'put on a show' -to use staff (actors), processes (scripts) and physical evidence (props and sets) to enhance the customer experience. If, however, the metaphor is applied in a deeper way where the customer is seen not as the audience but as a participant in the show, then the managers' role becomes one of providing the space in which the experience is co-created; a stage on which the customer is the star, and the staff the supporting cast. An analysis of the service encounter as a drama can reveal the role the customer is playing, the superobjective behind their visit to the restaurant, and the unspoken subtext behind critical incidents. The restaurant itself needs to remain in character, presenting a consistent message, for example of hospitableness and generosity.

show abstract

Section: The Drama Of Eating Out – the Consumer Perspectivementioning

confidence: 99%

Drama in the dining room: theatrical perspectives on the foodservice encounter

2008

Self Cite

View full text Add to dashboard Cite

show abstract

“…Ryan (1997) also raised the issue of the subjectivity of tourist experiences and suggested that positivism had dominated tourism research to that point. Wickens (2002), Uriely et al (2002) and Hemmington et al (2005) conducted primary research that revealed the tourist experience as a diverse and plural phenomenon and Uriely (2005) developed this theme further when he identified four conceptual developments in the broader tourist experience including the subjectivity and multiplicity of experiences. Indeed, in exploring the "shift toward postmodernist or late modernist theorizing" Uriely (2005) suggests that future research should not ignore "the nature of the visited object or the particular form of tourism" as a determinant of the subjective experience.…”

Section: Introductionmentioning

confidence: 99%

Using grounded theory to model visitor experiences at heritage sites

Daengbuppha

Hemmington

Wilkes

2006

Qualitative Market Research: An International Journal

Self Cite

100

View full text Add to dashboard Cite

Purpose -The purpose of this paper is to present grounded theory as an alternative approach for conceptualizing and modelling the consumer experience. The basic theoretical tenets of the grounded theory approach are contrasted with more traditional assumptions and methods used in consumer research. Design/methodology/approach -The approach is based on qualitative methods and a series of systematic ethnographic procedures, which along with the simultaneous processes of data collection and analysis, lead to the development of an inductive derived grounded theory of the visitor experience. In order to develop a model of the interactive experience of visitors to heritage sites, case studies are conducted at three World Heritage Sites in Thailand. Findings -The findings indicate that the grounded theory approach has the potential to reveal a rich and deep understanding of visitor experiences, including the ways that visitors interact with the site, their interpretation of the site, and the meaning of the site for them. Practical implications -It is suggested that the grounded theory approach can be a valuable tool in exploring the insights and meanings of visitors' experience and could be applied to future research in consumer behaviour. There are practical implications of this kind of research for the management of heritage sites in terms of visitor expectations, interactions and interpretations. Originality/value -This study has developed a model of the experience and interaction of visitors to Thai World Heritage Sites which could be applied to other heritage sites. It illustrates the theoretical and practical issues of grounded theory approach to exploration and inductive development "interactive experience" of visitors at heritage sites. This is a qualitative research approach that could be adopted for a range of experience based industries such tourism, leisure and hospitality.

show abstract

Customer satisfaction, service failure, and service recovery

Mattila¹,

Ro²

2008

Handbook of Hospitality Marketing Management

View full text Add to dashboard Cite

Satisfying the basics: reflections from a consumer perspective of attractions management at the Millennium Dome, London

Cited by 5 publications

References 17 publications

Drama in the dining room: theatrical perspectives on the foodservice encounter

Drama in the dining room: theatrical perspectives on the foodservice encounter

Using grounded theory to model visitor experiences at heritage sites

Customer satisfaction, service failure, and service recovery

Contact Info

Product

Resources

About