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    Measuring the Deliverable and Impressible Dimensions of Service Experience

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    Authors
    Beltagui, Ahmad
    Darler, William
    Candi, Marina
    Issue Date
    2015-09
    
    Metadata
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    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
    URI
    http://hdl.handle.net/2436/601369
    DOI
    10.1111/caim.12130
    Additional Links
    http://doi.wiley.com/10.1111/caim.12130
    Type
    Journal article
    Language
    en
    ISSN
    09631690
    ae974a485f413a2113503eed53cd6c53
    10.1111/caim.12130
    Scopus Count
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    Faculty of Social Sciences

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