. contemporary economies have evolved from the delivery of commodities to the
delivery of goods, from goods to services and are presently evolving from
services to experiences;
Tourism and
hospitality
marketing
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. as services became increasingly commodified, customer perceptions of
competitive advantage diminish, as does satisfaction;
. the delivery of experiential market offerings involves engaging customers in a
memorable way; and
. all actions of the organisation contribute to the performance of the experiential
market offering.