
Today’s experience worlds are no longer limited to theme parks, shopping arcades or wellness temples. Different official departments such as the civil registry office, social entities like hospitals, kindergartens and schools as well as important centres of communications, railway stations or airports are facilities where customers collect experiences by getting in touch with one or multiple companies. These experiences influence the customers’ future decisions on repurchasing a product or revisiting a store and are furthermore determine the company’s image and reputation which in turn boost or destroy any positive recommendation.