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Developing a film-based service experience blueprinting technique · Study

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ArticleDeveloping a film-based service experience blueprinting technique

Jürgen Pöppel2017

Article2017

Developing a film-based service experience blueprinting technique

Jürgen Pöppel · Jörg Finsterwalder · Rebecca Laycock

28 citations·0/0 files stored·Journal of Business Research

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Service and Product Innovation Customer Service Quality and Loyalty Consumer Retail Behavior Studies

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References

1986Organizational Information Requirements, Media Richness and Structural Design 1954The critical incident technique.1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2007Critical Incident Technique 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 2015Institutions and axioms: an extension and update of service-dominant logic 1999The experience economy: work is theatre & every business a stage 1986The anthropology of experience

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2018Redesigning In-Flight Service with Service Blueprint Based on Text Analysis 2020A Fuzzy Design Decision Model for New Healthcare Service Conceptualization 2021Comparative Analysis of Attributions From Customer Experiences and Journeys 2022Peculiarities of values transfer among countries via arts digitalization

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Details

Year2017

Typearticle

Published2017-11-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations28

Files0 public / 0

ShelfService and Product Innovation

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doi10.1016/j.jbusres.2017.10.024

openalex_workW2766071473

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