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Dipra Jha / Oman 2015Experience Design:A New Paradigm in Hospitality and TourismPresented by: Prof. Dipra Jha, University of Nebraska-LincolnOman Tourism College, 30 September 2015OutlineDefining experienceEconomic Distinctions ModelUnderstanding Moments of TruthExperience EcosystemTrends in TourismExperience storyboard

Dipra Jha / Oman 2015ExperienceA particular instance of personally encountering or undergoing something.Dipra Jha / Oman 2015

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Dipra Jha / Oman 2015Economic distinctions Pine & Gilmore (2011)Economic offeringCommoditiesGoodsServicesExperiencesEconomyAgrarianIndustrialServiceExperienceEconomic functionExtractMakeDeliverStageNature of offeringFungibleTangibleIntangibleMemorableKey attributeNaturalStandardizedCustomizedPersonalMethod of supplyStored in bulkInventory after productionDelivered on demandRevealed over a durationSellerTraderManufacturerProviderStagerBuyerMarketUserClientGuestFactors of demandCharacteristicsFeaturesBenefitsSensationsDipra Jha / Oman 2015Dipra Jha / Oman 2015

Experience priorities Dipra Jha / Oman 2015Experience synergyPeripheral ExperienceAdd onsCore ExperienceEnduring

Dipra Jha / Oman 2015How do we engage guests?Experience Gravity

engaging with humor

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Dipra Jha / Oman 2015Moments of TruthDipra Jha / Oman 2015

Uni

Dipra Jha / Oman 2015University of Nebraska-Lincoln. Memorial Stadium

UNL India Study TourDecember 2013Dipra Jha / Oman 2015

Leela Palace HotelDelhi, IndiaDipra Jha / Oman 2015Dipra Jha / Oman 2015

Deliver the cupcake moment!Delivering Wow through reputation management

Dipra Jha / Oman 2015http://www.tripadvisor.com/ShowUserReviews-g60763-d93618-r264432569-Waldorf_Astoria_New_York-New_York_City_New_York.htmlEXPERIENCE EcosystemDipra Jha / Oman 2015

Dipra Jha / Oman 2015One Billion Tourists, One Billion Opportunities

Dipra Jha / Oman 2015People are the process!Trends in tourismStay-cationGlampingMan-cationGirlfriend travelLocavore / Farm to TableAuthentic / Bespoke experiencesExperiences based on psychographics

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Experience storyboard

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Dipra Jha / Oman 2015Un-Dubai

Dipra Jha / Oman 2015Nurture

Dipra Jha / Oman 2015Nature

Dipra Jha / Oman 2015CultureA Tale of Fried Eggs

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The Cornhusker Marriott, Lincoln, NebraskaDipra Jha / Oman 2015

The InterContinental Grand Stanford, Hong Kong, ChinaDipra Jha / Oman 2015What kind of experience are you aspiring to deliver?

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Dipra Jha / Oman 2015Please feel free to connect on

djha2@unl.edu