Economy of experiences

1. The development of the experience economy
1.1 Origin and relevance: an inventory
1.1.1 Experience economy: the origins?
1.1.2 The economic and management sciences(re)discover the experience economy
1.1.3 How the hype took off
1.2 A new look at the experience economy
1.3 Meaningful experiences and their significance
1.4 Structure of this book
1.5 Summary
1.6 Questions on the chapter

2. Value creation: the arenas
2.1 Arenas for creating intangible value
2.1.1 The automobile industry, first-generation
2.1.2 Retail, shopping and retail tourism Experience safaris and criteria for retail locations
2.1.3 The hospitality industry
2.1.4 Entertainment and theatre
2.1.5 The media, augmented reality and digital hyperconnectivity
2.1.6 Museums, art and culture
2.1.7 Airports and passenger experience
2.1.8 Financial services and insurance
2.1.9 Wellness and health care
2.1.10 Developments in urban planning
2.1.11 The public domain and the relationship between government and citizens
2.2 Summary
2.3 Questions on the chapter
2.4 Case study - Joie de Vivre Hospitality

3. The process of experience, the logic of feelings
3.1 Personal experiences
3.2 The process of creating meaning
3.2.1 Sensory perceptions and the management of our neurosensory processes
3.2.2 Emotions
3.2.3 Experience and meaningful experience
3.2.4 Meaningful experience
3.2.5 Motives of people
3.3 Interpretation
3.3.1 The process of creating meaning
3.3.2 Taking control of your own life in a liberated, volatile society
3.4 Self-direction
3.5 Summary
3.6 Questions on the chapter
3.7 Case study - Anne Frank House

4. Shifts in society
4.1 Macro-developments
4.1.1 Globalisation, the world opens up
4.1.2 The emergence of new regions
4.1.3 Knowledge development and technological progress
4.1.4 The uneven distribution of prosperity
4.1.5 The ageing population
4.1.6 Urbanisation
4.1.7 Dematerialisation of the economy
4.2 Paradigm shifts
4.2.1 Willem de Ridder's vision
4.2.2 Josephine Green's vision
4.2.3 Gerd Leonhard's vision
4.2.4 Alan Moore's vision
4.2.5 Coimbatore Krishnarao Prahalad's vision
4.3 Changing lifestyles and the experience of value in society
4.3.1 On the way to a new order?
4.3.2 Spiral Dynamics
4.4 Summary
4.5 Questions on the chapter
4.6 Case study - KaosPilots

5. New forms of value creation
5.1 Adaptation of the business sector to the changing environment
5.2 Actively involving customers in value creation
5.3 Co-creation with users
5.3.1 Principles of co-creation
5.3.2 Elaboration of the design of co-creation
5.4 Summary
5.5 Questions on the chapter
5.6 Case study - LEGO

6. Innovating at the level of business models
6.1 Business models
6.2 Business models for co-creating organisations
6.2.1 Two examples
6.2.2 Open business models
6.2.3 Characteristics of business models in the experience space
6.3 Business and revenue models
6.4 Business model innovation
6.5 Summary
6.6 Questions on the chapter
6.7 Case study - Nike

7. Design principles for experience co-creation process
7.1 Designing for a meaningful experience in the physical world
7.1.1 The properties of meaningful experiences
7.1.2 Guiding principles when realising experiences
7.1.3 Ten design principles
7.1.4 The physical environment
7.1.5 The Customer journey
7.2 Discovering and designing in the virtual world
7.2.1 The differences between physical and virtual meaningful experiences
7.3 Design principles for online social interaction
7.4 Summary
7.5 Questions on the chapter
7.6 Case study - Social media and environmental movements

8. The experience co-creation process
8.1 Competing values framework and five steps
8.1.1 Step 1: Our ability to innovate, create and learn
8.1.2 Step 2: Creating an experience environment
8.1.3 Step 3: The design of the processes and the organisation
8.1.4 Step 4: Employees and culture
8.1.5 Step 5: The business model
8.2 Determining an organisation's current experience co-creation phase
8.3 Lessons from everyday practice
8.4 Summary
8.5 Questions on the chapter
8.6 Case study - Holland Aviation House

9. Health care and patients' experience
9.1 Developments in health care
9.2 Developing strategy and competition in health care
9.3 Ideological approaches
9.4 Patient's experience
9.4.1 Patient experience research at the Groene Hart Hospital
9.4.2 Experience of partners and visitors
9.5 Health care 2.0: co-creation in health care
9.6 Design principles for patient-oriented environments
9.7 Integral approach to physical and virtual patient care
9.8 Summary
9.9 Questions on the chapter
9.10 Case study - Diary of a patient

10. The financial services sector and the innovation of value
10.1 The necessity of reforming banking, with due regard to customers
10.2 The organisation concept during the past fifty years: the widening gap between banks and customers
10.3 Structural societal developments
10.4 Are providers of financial services capable of transforming from firm centric to customer-centric and creating customer value when needed?
10.5 Summary
10.6 Questions on the chapter
10.7 Case study - Caja Navarra

11. The future of the city economy: the creative city
11.1 Space for creativity
11.1.1 Breeding grounds and renewed uses for old premises
11.1.2 Temporary locations
11.1.3 Permanent locations
11.1.4 Meaningful public events
11.2 Criteria for public experience spaces
11.3 The phenomenon: the city
11.3.1 City advantages and the uniqueness of cities
11.3.2 The city as economic engine
11.4 About creativity: three approaches
11.4.1 Creative businesses
11.4.2 Creative people
11.4.3 Creativity as the result of synergy
11.5 Creativity and the city
11.6 Criteria for a creative city
11.7 The suburban environment, creativity and the city economy
11.8 Summary
11.9 Questions on the chapter
11.10 Case study - Public Library Amsterdam

Appendix
1: Overview of definitions and key concepts
2: Relevant Links for examples in Experience Economy
3: Bibliography
4: Index