Servitised Experiences: Business and Management Implications

Jannis Angelis · Edson Pinheiro de Lima · Jelena Širaliova

16 citations0/0 files storedIssues of Business and Law

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Service and Product Innovation Customer Service Quality and Loyalty AI in Service Interactions

Abstract

This study explores business and management implications of the increased emphasis placed on experiences in a servitised context. Customer experience becomes an integral part of the offering, which ...

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2004Co-creation experiences: The next practice in value creation 2012The Experience Economy 1997Innovation in services 1990The profitable art of service recovery.1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value 2010The Service Profit Chain

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