STAGING MEMORABLE EVENTS AND FESTIVALS: AN INTEGRATED MODEL OF SERVICE AND EXPERIENCE FACTORS

Abstract

Excellence in customer service has received considerable focus over the last two decades with primary scrutiny regarding the identification of customer’s perceptions of service, the value of particular services, and the training of staff to provide consistent customer service. Pine and Gilmore (1999) explored how successful companies have moved beyond service delivery by designing memorable experiences. The purpose of this article is to explore the integration of service factors with experience factors to advance a model for delivery of unique experiences that will ensure that events are so memorable success is assured through guest’s intention to return and recommend