Measuring the Deliverable and Impressible Dimensions of Service Experience

Abstract

Service innovation has become a priority within the field of innovation management and is increasingly focused on the creation of memorable experiences that result in customer loyalty. Studies of experience design suggest individual service elements to be managed when staging an experience whereas conceptual models in the literature emphasize the holistic way in which an experience is perceived. In short, service experience is greater than the sum of its parts. Therefore, successful innovation management requires the ability to understand and measure the mechanisms by which service innovations impact customers' experiences. Our research addresses this need by identifying dimensions of service experience and developing a tool for their measurement. Using a systematic literature review, rigorous scale development, reduction and validation, we identify six dimensions of the service experience and develop scales to measure each one. This results in a model of service innovation that highlights the levers through which a company's service innovation efforts can result in memorable experiences and ultimately generate service success.

Revisiting service quality through the lens of experience-centric services

“…Failing to achieve a commercial outcome may not harm their likelihood to continue visiting and working with company D. This supports other studies that find experiences are more effective when spontaneous, not carefully planned (Beltagui et al, 2015). And where expected outcomes are emotional, clear predictions and expectations are difficult to define (Ebert et al, 2009).…”

Designing an Omni-Experience to Save Retailing

“…Service design, with the definition of the service's key design elements, is the way to bring the innovation strategy to the practical level of the customer experience (Teixeira et al 2017). The key design elements are what drive customer perception of an experience toward a desired outcome, and details in the sensorial mix or visual clues provided (Bolton et al 2014) make customers remember the specific nature and exceptionality of an experience (Beltagui et al 2015).…”

The interplay between product and retail service meaning

“…For this reason, meaning centred on sustainability alone risks being under-perceived, taken for granted, and no longer differentiating the provider. Although sustainability may be articulated in very different ways (Stubbs and Cocklin, 2008), what builds customer perceptions often differs from what the company communicates, causing a flattening of the value perceived (Beltagui et al, 2015). The case of Lush shows that the retailer has been able to communicate the sustainability value, which is leveraged through informative material into the store and the way products are built, but has also been able to associate a novel image to the traditional beauty consumption.…”