Nathan for You

This is part of a series of satires on business procedures. The one is the development of a procedure so the business of customers who will not wait becuase of a line can be salvaged.

These videos are entertaining, some contain language that may not be appropriate for your class.  So make sure you view them before showing them to your class. Also, since they are satirical you will need to understand how you will use the material. They are entertaining and can add life to your class if they fit. For instance Nathan For You – Toy Company, can be used to show the importance of perception.

Nathan for You was contributed by Tucker Johnson, Conrad N. Hilton College, San Antonio.

The introduction is a good place to start a discussion of dynamic nature of hospitality and tourism marketing.

United Breaks Guitars

This is a great video to show the power of the customer through social media. It also can be used to start a discussion on service recovery. When consumers do not receive a resolution to their problem by talking to a manager, they turn to social media. They know sharing their story with others can create a quick resolution from others.


This video shows one of the new hotel concepts being developed for Millennials.

Virgin – Corporate Responsibility   This example shows Virgin’s (Virgin Airlines) concern for the environment. A good video on the need to be proactive towards the environment.

Visit Houston

Co-creation involves the hospitality or travel company interacting with the guest to create experiences through this interaction. The interaction can be passive or active. Visit Houston provides an example of passive co-creation. You can also look for examples from your area.

With Locals is a sharing economy concept allowing locals to cook meals and provide tours for visitors. It combines the sharing economy with co-creation, allowing visitors to create unique experiences with the help of locals.

Sharing Economy

This is a video on the sharing economy by consulting firm PWC. The recent surge in the sharing economy has been in part due to individuals sharing talents, time and tangible assets they own to gain additional income and the Internet enabling them to connect with customers.

Class Exercises

Ask the students to discuss in class or as an assignment how they use social media to share pictures, make recommendations or complain about poor experiences when they travel. Do they use ratings and comments from friends’ social media posts or user generated comments about restaurants, hotels, and destinations when making travel and restaurant decisions.

Current News and Relevant Journal Articles

Buhalis, D., and Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of value. Journal of Destination Marketing & Management, 4: 151–161.

Michael Solomon, “Chili’s Spends Millions to Make Food Look Good On Social Media, For a Millennial Customer Experience,” Forbes, May 24, 2015.

2 thoughts on “T1 – Introduction

  • Hi,

    I just wanted to let you know that the Visit Houston link is wrong. The link took me to the video of the With local.

    BTW, thanks for the great website. I really appreciate it.


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