Differentiating hospitality operations via experiences: why selling services is not enough

By J. H. Gilmore, B. J. Pine. 2002

336 citations recorded by the source corpus.

Subfields: Strategy and Management

View Paper: https://www.semanticscholar.org/paper/13dac9f2b659b33980d657ebf07cbbe3fee8d948

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In Strategy and Management

1. Haemoon Oh
2. C. Su
3. M. Engen
4. M. Mody
5. Ann Marie Fiore
6. Xinran Y. Lehto
7. Anna S. Mattila
8. Mehmet Mehmetoglu

Citations in the corpus

• The role of service innovation and customer experience in ethnic restaurants (2011, background): “Gilmore and Pine (2002) pointed out that the people striving to present new experiences would obtain a leading place in the innovative value of the hospitality industry.”
• Wine tourism experience: A netnography study (2018, background): “The 4Es model has been suggested as appropriate for understanding tourism products such as hotels and restaurants (Gilmore & Pine, 2002), special events (Pullman &Gross, 2003), and heritage trails (Hayes &MacLeod, 2007).”
• The accommodation experiencescape: a comparative assessment of hotels and Airbnb (2017, background): “Thus, the concept of the experience economy has particular relevance for the hotel industry, in which “almost any service can be leveraged to stage a more compelling experience” (Gilmore and Pine, 2002, p. 88).”
• Development and testing of the Consumer Experience Index (CEI) (2011, background): “Businesses need to move beyond goods and services to create memorable experiences for each customer, since each customer's experience is unique and individualized ( Gilmore and Pine, 2002”
• Hotel Brand Strategy (2010, background): “The intense competitive landscape has forced hotel brands to focus on providing memorable experiences to their guests rather than simply selling services (Gilmore and Pine 2002).”
• Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction (2010, background): “Finally, considering the idea of using “services as the stage and goods as props to engage individual customer in an inherently personal way” ( Gilmore & Pine, 2002 , p.”
• Pine and Gilmore's Concept of Experience Economy and Its Dimensions: An Empirical Examination in Tourism (2011, background): “Put differently, “Guests obtain memorable experiences when a company intentionally uses services as the stage and goods as props to engage individual customers in an inherently personal way” ( Gilmore & Pine, 2002 , p.”