Setting the stage for service experience: design strategies for functional services
Purpose:This research identifies service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability. Design/methodology/approach:An abductive, multiple-case study involves 12 service firms from diverse online and offlin...
| Main Authors: | , , |
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| Format: | Article |
| Published: |
Emerald
2016
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| Subjects: | |
| Online Access: | https://eprints.nottingham.ac.uk/40728/ |