1. Tourism, Hospitality and Leisure in the 21st century

2. The Waves of Change 1 st Wave - Agrarian 3 rd Wave - Information 2 nd Wave - Industrial

3. 1st Wave - Agrarian Isolated societies, conditioned by environmental & political values Images & face to face communication Values and cultures developing independently

4. 2 nd Wave - Industrial Introduction of MASS societies – production, education, communication Routine experiences of labour Images challenged & influenced by wider communications

5. 3 rd Wave - Information Knowledge is the key Communication and images are instantaneous Language is becoming common Wealth is derived from knowledge

6. The Effects of the Waves Organizations and institutions of the Industrial wave may become obsolete Institutions based on the Industrial wave are unable to cope with Information wave societies De - massification of mass societies Diversification of structures of societies New customized forms of production on demand Electronic commerce ‘Prosumer’ economics - the producer / consumer relationship

7. After the Three Waves Predictability is a goal, and discontinuity and unpredictability should be avoided Flexible to adapt to change but stable enough not to dissolve into chaos Complexity and Chaos Fuzziness

8. The 4 th Wave - Theatre Where companies use services as the stage, and goods as props to engage an individual. Goods are tangible, and services intangible, but experiences are memorable. The experience lacks tangibility, but people greatly value it for its inherently personal qualities

9. PESTLE Influences Political Economic SociologicalTechnological Legislative Environmental

10. The Changing Organisation Consume r Contracted non-core Flexible Labour force Core Middle Management Top Operational OLDNEW

11. Dealing with Complexity and Chaos The Conventional model has Routine Activities Defined Boundaries Simple Systems Single-loop Learning The Adaptive Model has Non-routine Activities Undefined Boundaries Complex Systems Double /Triple loop learning

12. Dealing with Fuzziness At or seeking equilibrium Fluid, complex, non-linear, open systems Static stable, linear, mechanistic Occasionally orderly but at edge of chaos Focus on price/quantity in production Focus on patterns/diverse and added values Reductionist–individual units of analysis Holistic – synergistic Rational choice based on bounded options System choice unbounded parameters Decreasing returnsIncreasing returns Forecasting by extrapolation on past trends Creative evolution - alternative trajectories Single loop learningDouble and triple loop learning Economics as the underlying science Social-ecology as the underlying science ConventionalAlternative

13. Dealing with Theatre The Fourth Economic wave – Experience –looks at the Hospitality Organisation from a Theatrical perspective. This means exploring ways of providing the customer with an Experience. Although some people see experiences as just a subclass of services, they are distinct, in that they are intangible and highly personal

14. Changing the Nature of the Organisation Customers will become increasingly sophisticated Customers will increase in confidence Point of decision closer to the point of consumption Brand loyalty will change with “exit” behaviour forcing change Brands reduce in importance with a concept move to ‘ethos’ Service needs at the point of consumption Service provider will become the facilitator New service communication channels Boundaries between sectors will disappear Flexible use of facilities and space segmented by time Re-engineering of the organisation