People
Preview
In this lesson, you learn to recognize the various roles of people in creating the customer experience.
The pyramid below (translated from Heikkinen 2019, 48) from Visit Finland’s guide on Finnish luxury, describes “a happy destination and a successful customer, owner and employee experience”, each of the experiences being equally important in creating top-quality experiences.
In the customer journey map, all these encounters can be described. Learn more about it in the Customer journey lesson.
Also, the Service Product lesson further discusses the requirements of quality service production.
Read more:
Kaihua, H., Kemi, J., Tapaninen, M. & Vähäkuopus, M. 2020. Positiivinen työntekijäkokemus. https://www.lapinamk.fi/news/Opas-positiivisen-tyotekijakokemuksen-saavuttamiseksi-on-ilmestynyt/fuu3sfdb/d7d29893-afb4-4d55-9e17-3cefcff75f03. (in Finnish)
Hesling, J. H., Hartman, S. & Wielenga, B. 2019. Irresponsible Responsible Tourism. Journal of Tourism Futures Vol. 7, Issue 2. https://www.emerald.com/insight/content/doi/10.1108/JTF-10-2019-0118/full/html.
Sources:
Freeman, R. & Glazer, K. 2021. Chapter 9. Customer Service. In Introduction to Tourism and Hospitality in BC. https://ecampusontario.pressbooks.pub/introtourismbc/chapter/chapter-9-customer-service/.
Heikkinen, V. A. 2019. Tavoitteena täydellinen ja huipputurvallinen matkavarmuus kaikessa. In Business Finland/Visit Finland. Mitä on suomalainen luksusmatkailu? https://www.businessfinland.fi/49aac3/globalassets/julkaisut/visit-finland/vfluksusmatkailuesite_final.pdf.
Kaihua, H., Kemi, J., Tapaninen, M. & Vähäkuopus, M. 2020. Positiivinen työntekijäkokemus. https://www.lapinamk.fi/news/Opas-positiivisen-tyotekijakokemuksen-saavuttamiseksi-on-ilmestynyt/fuu3sfdb/d7d29893-afb4-4d55-9e17-3cefcff75f03.
Plaskoff, J. 2017. Employee Experience: The New Human Resource Management Approach. Strategic HR Review Vol. 16 No. 3, 136–141. https://doi.org/10.1108/SHR-12-2016-0108.