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Description: It is that time of year again – when people want to be scared to death and will pay for the experience.

Source: L. Petrecca, “Economy Doesn’t Keep Visitors From Haunted Houses,” USA Today

Date: October 19, 2011


Questions for discussion:

  1. The concept of the haunted house has been around for decades. What role do creativity and innovation have for keeping customers coming back?
  2. Experienced-based businesses are services (i.e., there is no tangible product that the customer takes home). What type of service technology is utilized by a haunted house like that at Universal Studios?
  3. Based on your reading of the article, how well do haunted houses satisfy the basic demands of customer relationship management?



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