Creating Innovative Hospitality Experience with Physical Evidence and People Strategies

Hospitality

Hospitality 1
Hospitality Experience
The industry of hospitality is a broad category of fields within the service industry that comprises
the lodging, theme parks, transportation, hotel, restaurants and many others. The rise in the
technology is bringing the changes in the hospitality industry as technology is used by these
hotels, resorts and restaurants for creating the better customer experience. The aim of the paper is
to create an innovative hospitality experience by involving two of the strategies out of the
Physical environment, people and process. Along with this, the role of two strategies has been
discussed in creating memorable and unique hospitality experience. The strategies that have been
selected for this paper include physical evidence and people.
Physical evidence is any material object that plays a vital role in enhancing the experience of the
customers. This strategy is considered as a point of the difference to a customer’s hospitality
experience (Hudson and Hudson, 2017). The strategic role of the physical evidence involves the
facility exterior, facility interior and other tangibles. Physical evidence contributes to create an
experience memorable and unique for the customers.

Hospitality 2
(Source: Balaji, 2018)
The above-given image reflects the elements of the physical evidence that contribute in
generating the effective experience in the environment.
Servicescape model
This is the model is developed by the Mary J.Bitner which is a more comprehensive of the SOR
model. The dimension of the model includes environmental, holistic, internal and the behaviour
which directly influences the experience of the customer. The model of the servicescape reflect
the overall effect on the perceived service quality and has the greater importance in the
identifying the customer's expected service quality that can influence the evaluation of the
intangible dimension of the intangible dimension of the service quality.
(Source: Hanks and Line, 2018)