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Characterizing Our
Experience Culture
Chapter 3
Experience Realms
Absorption
entertainment
Passive
Participation
educational
Active
Participation
esthetics
escapist
Immersion
Products
Experiences
 Tangible
 Intangible

 Context-
Standardized
 Production
separate from
consumption
 Not perishable
dependent
 Simultaneous
production and
consumption
 Perishable
Economic Distinctions
Offering
Economic
Nature
Key attribute
Supply
Seller
Buyer
Factors of
demand
Products
Services
Experiences
make
deliver
stage
tangible
intangible
memorable
standardized customized personal
inventoried delivered
revealed
manufacturer provider
stager
user
client
guest
features
benefits
sensations
Ticket-free Experience
GAPS Model of
Service Quality
Audience expectations - standards of reference
points brought to a situation; sources are from
pricing, advertising, promotion, and personal
experience and word of mouth
Audience perceptions - subjective assessments of
the actual experience
Four Provider Gaps
1.
2.
3.
4.

Not knowing what customers expect
Not selecting the right experience
designs and standards
Not delivering experience designs and
standards
Not matching performance to promise
When have you experienced a service gap?
SERVQUAL elements










Access
Communication
Competence
Courtesy
Credibility
Reliability
Responsiveness
Security
Tangibles
Understanding customers
Valuing Entertainment Assets
 Tangible
assets: buildings, stock, venture
capital
 Intangible
assets: franchises, licenses,
royalties, copyrights, trademarks, good
will, and brand or logo
Factors to Consider When
Marketing Experiences
- one chance and it’s gone
 Attention - awareness, evoked set
 Convergence - weaving products and
services together
 Immediacy
Media, entertainment, and stars
converge to promote in:

Advergames
 Advertainment
 Product integration
 Product placement
 Product advertising
 Service advertising
 Blogs
 Music-tie-ins
What examples can you suggest of each?
Product Placement
Products are used to promote
media and entertainment
 Licensed
merchandise
 Advertiser funded programs
 Bottle cap and can top premiums
 Supermarket discounts
 Consumer-produced ads
Audience Types
 Predicted
audiences - segments likely to
view or attend experience; changing
 Measured audiences - size and composition
of audience reached by media or attending
performance; central economic currency
 Actual audiences - globally fragmented;
difficult to determine accurately
Audience Marketplace
audience measurement firms < <
^
^
^
^
Consumer > >
predicted measured actual
AdvertSample
v
audience audience audience isers
v
the audience product
v
v
v
v
v
media organizations < < < < <
Cultural Dimensions
 Long-term orientation
 Power/distance
 Individualism/collectivism
 Masculinity/femininity
 Uncertainty avoidance
Power-distance
Masculine Macho
Questions


How do marketers incorporate products
and services into both mediated and live
experiences?
What aspects of feminine culture would
help you promote a rock concert?