2.50
Hdl Handle:
http://hdl.handle.net/2436/601369
Title:
Measuring the Deliverable and Impressible Dimensions of Service Experience
Authors:
Beltagui, Ahmad; Darler, William; Candi, Marina
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 three stage process of 1) systematic literature review; 2) rigorous scale development and reduction; and 3) 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.
Citation:
Measuring the Deliverable and Impressible Dimensions of Service Experience 2015, 24 (3):478 Creativity and Innovation Management
Publisher:
John Wiley & Sons Ltd
Journal:
Creativity and Innovation Management volume 24 issue 3, pp 478 to 492, ISSN 0963-1690
Issue Date:
Sep-2015
URI:
http://hdl.handle.net/2436/601369
DOI:
10.1111/caim.12130
Additional Links:
http://doi.wiley.com/10.1111/caim.12130
Type:
Article
Language:
en
ISSN:
09631690
Appears in Collections:
Management Research Centre

Full metadata record

DC FieldValue Language
dc.contributor.authorBeltagui, Ahmaden
dc.contributor.authorDarler, Williamen
dc.contributor.authorCandi, Marinaen
dc.date.accessioned2016-03-15T16:01:06Zen
dc.date.available2016-03-15T16:01:06Zen
dc.date.issued2015-09en
dc.identifier.citationMeasuring the Deliverable and Impressible Dimensions of Service Experience 2015, 24 (3):478 Creativity and Innovation Managementen
dc.identifier.issn09631690en
dc.identifier.doi10.1111/caim.12130en
dc.identifier.urihttp://hdl.handle.net/2436/601369en
dc.description.abstractService 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 three stage process of 1) systematic literature review; 2) rigorous scale development and reduction; and 3) 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.en
dc.language.isoenen
dc.publisherJohn Wiley & Sons Ltden
dc.relation.urlhttp://doi.wiley.com/10.1111/caim.12130en
dc.rightsArchived with thanks to Creativity and Innovation Managementen
dc.subjectService innovationen
dc.subjectExperienceen
dc.subjectService experienceen
dc.subjectScalesen
dc.subjectScale developmenten
dc.subjectConfirmatory factor analysisen
dc.titleMeasuring the Deliverable and Impressible Dimensions of Service Experienceen
dc.typeArticleen
dc.identifier.journalCreativity and Innovation Management volume 24 issue 3, pp 478 to 492, ISSN 0963-1690en
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