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Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and development of those experiences. This chapter begins by exploring the array of elements that holistically construct an experience, from process to people to physical environments. Then, the customer experience management framework is used to outline a recommended technique for approaching experience design. Finally, a brief survey of visualization techniques shows how experiences can be modeled for assessment and improvement.

According to popular belief, transparency is a versatile tool for the governance of organizations: it is supposed to help in mitigating problems such as corruption, economic deficiencies, and a lack of legitimacy. However, is it a truly effective panacea, as it has been envisioned by its advocates? Empirical research gives reason to doubt, indicating that there is a wide gap between the idealized expectations of transparency and its practical merits. Organizations face severe difficulties when they try to implement such measures, especially because their daily activities often deviate significantly from societal expectations. Putting a combination of Erving Goffman’s frontstage/backstage theory and Niklas Luhmann’s sociological systems theory to use, this chapter conceptualizes organizations as social entities constantly engaged in boundary-maintenance, which not only comprises – in Luhmannian terms – “operative closure” (the autonomy of a system from direct influence of its environment) but also boundaries of visibility. It is thus not at all surprising that organizations regularly try to circumvent the implementation of transparency and develop new practices of secrecy. This chapter outlines an integrative conceptualization that enables researchers to reject mundane visions of how transparency ought to improve organizations, and suggests new pathways for empirical research.

Extant research conceptualizes rankings as measures that fundamentally shape modern life by virtue of being publicly available. Yet, studies seldom explore the act of publishing when accounting for the attention rankings raise in larger stakeholder audiences. In short, we know a lot about the impact of rankings, but considerably less about the organizational practices devised by those who produce them – the rankers. Borrowing from Goffman, the paper conceptualizes modern rankings as public performances carefully prepared on backstages and unfolding on multiple frontstages. Using a qualitative data set, the paper traces the full spectrum of organizational practices that make rankings public performances: on the backstage, launch dates have to be set, numbers packaged, and “teams” prepared; on the frontstage, performances are held through face-to-face interactions (at launch events) as well as in a variety of mediated settings. Overall, the findings indicate that the more ranking organizations seek the attention of larger stakeholder audiences, the more the publication process is transformed into what one of the informants describes as “a big firework.”

The Greek Aegean islands of Crete and Lesvos are widely known as prime destinations where tourists come to enjoy the sea, sand, and sun. Yet as geopolitical borderlands of not just Greece but the European Union (EU), they are also crucial points of destination and arrival for both economic and asylum-related migrations. Just as Greece has commanded the spotlight in anxieties and debates regarding the European market (as of 2012), these islands at Europe's periphery are at the center of contestations over European sovereignty, territory, and belonging. Demarcating not just countries but continents and vastly asymmetrical zones of economic development (Lauth Bacas, 2005), the Aegean island borders disrupt also the migratory activities of persons who seek to cross these boundaries.

How do cultural organizations handle the competing demands of isomorphism and differentiation? Strategic balance theory is a promising point of departure. Proponents argue that while isomorphism contributes to legitimacy, differentiation minimizes competition through innovation or niche control. However, most research has focused on successful cases of optimal performance in core or world cities. I introduce data from three seasons (250+ hours) of ethnographic research on fashion weeks in both a core city and semi-peripheral city. I find that geography acts as a structural barrier to competition: while semi-peripheral producers pursue some standards of fashion capitals in world cities, they cannot compete on the basis of style. Rather than optimizing through strategic balance, cultural organizations embrace a double edge of legitimation. Their sub-optimal vision of organizational survival cultivates legitimacy from available but symbolically polluting sources. Imperfect imitation is suggested instead as a viable legitimation strategy. I call for more attention to semi-peripheral geography and imperfect imitation in culture industry research.

This chapter draws on 17 months of ethnographic observations in the Parade department at an American theme park that I call Wonderland. The Parade department is a homonormative workplace, numerically and culturally dominated by gay men. I examine how this work culture challenges the dominance of heteronormative masculinity often embedded at work through an exploration of backstage interactions among performers. I also explore the gendered and racialized meanings of the camp aesthetic that performers embody. I argue that while Parade culture undermines workplace heteronormative masculinity, it also reproduces the epistemology of the closet through its reliance on the gay/straight binary.

Since the 1950s, the closet has been the chief metaphor for conceptualizing the experience of sexual minorities. Social change over the last four decades has begun to dismantle some of the social structures that historically policed heteronormativity and forced queer people to manage information about their sexuality in everyday life. Although scholars argue that these changes make it possible for some sexual minorities to live “beyond the closet” (Seidman, 2002), evidence shows the dynamics of the closet persist in organizations. Drawing on a case study of theme park entertainment workers, whose jobs exist at the nexus of structural conditions that research anticipates would end heterosexual domination, I find that what initially appears to be a post-closeted workplace is, in fact, a new iteration: the walk-in closet. More expansive than the corporate or gay-friendly closets, the walk-in closet provides some sexual minorities with a space to disclose their identities, seemingly without cost. Yet the fundamental dynamics of the closet – the subordination of homosexuality to heterosexuality and the continued need for LGB workers to manage information about their sexuality at work – persist through a set of boundaries that contain gayness to organizationally desired places.

Much has been analyzed regarding the origins and the impact of rankings and metrics on policies, behaviors, and missions of universities. Surprisingly, little attention has been allocated to describing and analyzing the emergence of metrics as a new action field. This industry, fueled by the “new public management” policy perspectives that operate at the backstage of the contemporary pervasive “regime of excellence,” still remains a black box worth exploring in depth. This paper intends to fill this loophole. It first sets the stage for this new action field by stressing the differences between the policy fields of higher education in the United States and Europe, as a way to understand the specificities of the use of metrics and rankings on both continents. The second part describes the actors of the field, which productive organizations they build, what skills they combine, which products they put on the market, and their shared norms and audiences.

Brand backstories enable consumers the opportunity to go behind-the-scenes of their favourite brands. This chapter explores the role of the brand backstory experience in the consumer–brand relationship, detailing the manner in which these experiences are structured to immerse consumers within the brand storyworld.

A qualitative analysis of two brand backstory experiences, a museum exhibit documenting the television series Outrageous Fortune and a factory tour of snack foods brand Herr Food Inc. was carried out using in-depth interviews with backstory creators and observatory field notes of the backstory exhibit and tour.

This study reveals how temporal and spatial elements craft the overall architectonics of the brand backstory experience and how the brand backstory reveal progresses to ultimately unite consumers with the brands’ imagined and real families.

By illuminating the dynamism and evolution of brands and branding practices, this chapter offers exploratory insights into a scarcely explored aspect of the brand experience.