Setting the stage for service experience: design strategies for functional services

QR Code

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...

Full description

Bibliographic Details
Main Authors:	Beltagui, Ahmad, Candi, Marina, Riedel, Johann Christian Karl Henry
Format:	Article
Published:	Emerald 2016
Subjects:	Service experience Customer experience Service design Service management Interaction design Emotional design
Online Access:	https://eprints.nottingham.ac.uk/40728/

Similar Items

Designing e-government services: key service attributes and citizen preference structures
by: Venkatesh, V., et al.
Published: (2011)

Application of design of experiment for modelling of etching of ceramics
by: Ting, H. T., et al.
Published: (2008)

Hearing music in service interactions: a theoretical and empirical analysis
by: Payne, Jonathan, et al.
Published: (2017)

Transforming audience experience to design enjoyable exhibition
by: Wang, Nan
Published: (2018)

Attention-driven scenography
by: Skarth-Hayley, Luke
Published: (2025)

UCOSAIS: A framework for user-centered online service advertising information search
by: Dong, Hai, et al.
Published: (2013)

Designing formative assessment lessons for concept development and problem solving
by: Swan, Malcolm
Published: (2015)

Stochastic service network design for transportation planning of consolidation carriers
by: Jiang, Xiaoping
Published: (2020)

A systematic review of the impact of emergency medical service practitioner experience and exposure to out of hospital cardiac arrest on patient outcomes.
by: Bray, Janet, et al.
Published: (2020)

The study of factors determining service quality of the customer service agents in passenger handling department (KL Airport Services Sdn Bhd) / Azwani Abu Bakar
by: Abu Bakar, Azwani
Published: (2010)

The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
by: Othman, Zulhan
Published: (2015)

Changing directions through VirtualPREX: engaging pre-service teachers in virtual professional experience
by: Gregory, S., et al.
Published: (2011)

International students’ experiences of hospitality service in Malaysian research universities
by: Tukimin, Siti Nurhidayaah
Published: (2016)

A design of experiments (DoE) approach to identify the influencing parameters that determine poly-D,L-lactic acid (PDLLA) electrospun scaffold morphologies
by: Ruiter, Floor Agnes Andrea, et al.
Published: (2017)

Impact Of Servicescape Failures And Associated Recovery Strategies On Customer Behavior In The Food Service Industry
by: Chua, Bee Lia
Published: (2009)

Contributing factors of customer dissatisfaction with service quality at post office in Wilayah Persekutuan / Nor Marina Mohtar
by: Mohtar, Nor Marina
Published: (2007)

The experience of the older leisure traveller at an airport: the case of Frankfurt airport
by: Wolf, Natalie
Published: (2016)

Customers’ emotional reactions as significant predictors towards excellent customer service experiences / Anizah Zainuddin and Shereen Noranee
by: Zainuddin, Anizah, et al.
Published: (2017)

Families and mobile devices in museums: designing for integrated experiences
by: Rennick-Egglestone, Stefan, et al.
Published: (2016)

Stochastic service network design with rerouting
by: Bai, Ruibin, et al.
Published: (2014)

The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
by: Abdullah, Norshafina
Published: (2007)

Customer and Employee Service Quality Management in the Airline Industry
by: Petchi, Cessie Sylvia
Published: (2003)

Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance
by: Yang, Boya, et al.
Published: (2024)

The acceptance of Bank Rakyat services through their corporate social responsibilities (CSR) provided by Bank Rakyat Jasin Melaka / Robieahton Kamarudin
by: Kamarudin, Robieahton
Published: (2008)

A study on the effectiveness of the advertising media used by Maybank for its financing services towards customer awareness in 2008 / Ida Aziaty Ramli
by: Ramli, Ida Aziaty
Published: (2008)

Electronic government maturity stage, user’s adoption and user’s satisfaction level / Mas Anom Abdul Rashid
by: Abdul Rashid, Mas Anom
Published: (2012)

How is a specialist depression service effective for persistent moderate to severe depressive disorder?: a qualitative study of service user experience
by: Thomson, Louise, et al.
Published: (2018)

Mediating effects of customer perceived value on relationship among service quality, customer experience and customer satisfaction of E-banking services in Bangladesh
by: Bashir, Md Abdul
Published: (2022)

Affect theory and autoethnography in ordinary information systems
by: Bødker, Mads, et al.
Published: (2016)

Beveling of quartz crystal blanks: an experimental study
by: Dong, Chensong
Published: (2012)

Customer satisfaction towards service quality in banking industry: a case study at the main branch of Maybank in Malacca / Nur Fatin Atiqah Mohamad Nasir and Norul Khairunnisa Razali
by: Mohamad Nasir, Nur Fatin Atiqah, et al.
Published: (2013)

The (New) roles of prototypes during the co-development of digital product service systems
by: Kleinsmann, Maaike, et al.
Published: (2020)

Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
by: Mohd Fadzli, Nellisa Nursyafira, et al.
Published: (2020)

Antecedents of job embeddedness and its effect on proactive customer service performance of frontline employees in the hospitality industry
by: Chan, Wei Leong
Published: (2018)

Consumer preferences for mobile phone service in the U.S.: an application of efficient design on conjoint analysis
by: Dippon, Christian M.
Published: (2011)

The level of customer satisfaction on service quality of Mazda service centre at Glenmarie / Siti Salwa Halim
by: Halim, Siti Salwa
Published: (2015)

Improving quality in design-focused services
by: Love, Terence
Published: (2005)

'A study on the service performance of "on-call-maintenance services" by DiGiCITY (M) Sdn Bhd.' / Mohd Izral Mohd Nazir
by: Mohd Nazir, Mohd Izral
Published: (2002)

The effect of service quality on satisfaction of service recipients at International Youth Centre / Anis Natasha Mohd Ariff
by: Mohd Ariff, Anis Natasha
Published: (2020)

A study on the service quality level of Selesa Hotel Seminar package services / Siti Khairaani Nordin
by: Nordin, Siti Khairaani
Published: (2004)