Setting the Stage for Service Experience: Design Strategies for Functional Services

2.50
Hdl Handle:
http://hdl.handle.net/2436/620169
Title:
Setting the Stage for Service Experience: Design Strategies for Functional Services
Authors:
Beltagui, Ahmad; Candi, Marina; Riedel, Johann
Abstract:
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 offline service sectors. Findings—Six service design strategies represent two overarching themes: Customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience. Research limitations/implications—The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links. Practical implications—The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services. Originality/value—Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience. Keywords—Service experience, Customer experience, Service design, Service management, Interaction design, Emotional design
Publisher:
Emerald
Journal:
Journal of Service Management
Issue Date:
Sep-2016
URI:
http://hdl.handle.net/2436/620169
Additional Links:
http://www.emeraldinsight.com/doi/pdfplus/10.1108/JOSM-08-2015-0234
Type:
Article
Language:
en
ISSN:
1757-5818
Appears in Collections:
FOSS

Full metadata record

DC FieldValue Language
dc.contributor.authorBeltagui, Ahmaden
dc.contributor.authorCandi, Marinaen
dc.contributor.authorRiedel, Johannen
dc.date.accessioned2016-09-20T13:56:09Z-
dc.date.available2016-09-20T13:56:09Z-
dc.date.issued2016-09-
dc.identifier.issn1757-5818en
dc.identifier.urihttp://hdl.handle.net/2436/620169-
dc.description.abstractPurpose—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 offline service sectors. Findings—Six service design strategies represent two overarching themes: Customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience. Research limitations/implications—The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links. Practical implications—The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services. Originality/value—Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience. Keywords—Service experience, Customer experience, Service design, Service management, Interaction design, Emotional designen
dc.language.isoenen
dc.publisherEmeralden
dc.relation.urlhttp://www.emeraldinsight.com/doi/pdfplus/10.1108/JOSM-08-2015-0234en
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectService Experienceen
dc.subjectCustomer Experienceen
dc.subjectService Design,en
dc.subjectService Managementen
dc.subjectInteraction Designen
dc.subjectEmotional Designen
dc.titleSetting the Stage for Service Experience: Design Strategies for Functional Servicesen
dc.typeArticleen
dc.identifier.journalJournal of Service Managementen
dc.date.accepted2016-07-
rioxxterms.funderPart of the funding for this work has been provided from the European Union’s Seventh Framework Programme for research, technological development and demonstration under grant agreements no. 251383 and 324448 as well as the UK Design Performance project (AH/E507662/1).en
rioxxterms.identifier.projectUoW200916ABen
rioxxterms.versionAMen
rioxxterms.licenseref.urihttps://creativecommons.org/CC BY-NC-ND 4.0en
rioxxterms.licenseref.startdate2018-09-01en
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