Loading...
Measuring the Deliverable and Impressible Dimensions of Service Experience
Beltagui, Ahmad Darler, William Candi, Marina
Beltagui, Ahmad
Darler, William
Candi, Marina
Editors
Other contributors
Affiliation
Epub Date
Issue Date
2015-09
Submitted date
Alternative
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
Research Unit
PubMed ID
PubMed Central ID
Embedded videos
Additional Links
Type
Journal article
Language
en
Description
Series/Report no.
ISSN
09631690