Toward an integrative approach to designing service experiencesLessons learned from the theatre

Stuart, F. Ian; Tax, Stephen S.

doi:10.1016/s0272-6963(04)00081-6

Cited by 67 publications

(89 citation statements)

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“…#46, Updating customer on current position). In the construct Communication within supplier organization (#41), the customer evaluates the offstage (Stuart and Tax 2004;Voss et al 2008) processes by which supplier touchpoints share information with each other. This is consistent with Sousa and Voss's (2006) conceptualization of multichannel integration.…”

Section: The Construction Of Customer Experience Qualitymentioning

confidence: 99%

Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

Lemke

Clark

Wilson

2010

J. of the Acad. Mark. Sci.

703

575

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This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer's subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as its perceived excellence or superiority. Using the repertory grid technique in 40 interviews in B2B and B2C contexts, the authors find that customer experience quality is judged with respect to its contribution to value-in-use, and hence propose that value-in-use mediates between experience quality and relationship outcomes. Experience quality includes evaluations not just of the firm's products and services but also of peer-to-peer and complementary supplier encounters. In assessing experience quality in B2B contexts, customers place a greater emphasis on firm practices that focus on understanding and delivering value-in-use than is generally the case in B2C contexts. Implications for practitioners' customer insight processes and future research directions are suggested.

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Section: The Construction Of Customer Experience Qualitymentioning

confidence: 99%

Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

Lemke

Clark

Wilson

2010

J. of the Acad. Mark. Sci.

703

575

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“…This experience generates specific feelings and motivations for those involved which also have the potential to greatly affect the process of service production and satisfaction. Thus, this fragile and interconnected system has to appeal to the tools which allow the opening up of creativity and solutions to answering complexity issues [25].…”

Section: Discussionmentioning

confidence: 99%

Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint

Barbieri

Fragnière

Sitten³

et al. 2013

JOAMS

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 Abstract-In the field of service design, modeling is often used to visually represent the structures, flow, and operations of a service. This modeling, usually referred to as a "workflow" or "service blueprint", is usually conceptualized in a linear or matrix form. These models, while useful for visualizing the structures and processes involved in service production, fail to consider the contribution of human factors -motivation, emotion, satisfaction, etc. -that are also essential elements of service interactions. It is therefore necessary to focus on the satisfaction and behavior of customers and employees. The ultimate goal is to try to eliminate the obstacles and conflicts of human order to generate an improvement of the whole service. We propose the development of an "enhanced" service blueprint which includes human factors dimensions, and attempt to compare its use to that of a traditional blueprint.

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“…The definition of service concept is a fundamental part of the strategic advantage seeking processes of service design, service development and service innovation [16].…”

Section: The Service Conceptmentioning

confidence: 99%

Innovation in Services: From Service Concepts to Service Experiences

Fynes

Lally

2008

Service Science, Management and Engineering Education for the 21st Century

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Toward an integrative approach to designing service experiencesLessons learned from the theatre

Cited by 67 publications

References 0 publications

Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint

Innovation in Services: From Service Concepts to Service Experiences

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