Services and experiences. The distinction made between goods, services and experiences is an interesting view of the

❶ Services and experiences. The distinction made between goods, services and experiences is an interesting view of the progression that has occurred over time, as organisations have become more sophisticated in developing offerings for the marketplace. In truth, most services are experiential.

The key point to experiential offerings is the staging of the events that keep the customer coming back. It is necessary to consider the management of service organisations separately from manufacturing organisations, and the other classifications mentioned should also be considered for their similarities as well as their differences. How would you distinguish between services and experiences? (Learning Objective 1) (AACSB: Reflective Thinking)