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Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes
16 references·2 citing·43 second hop
Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes (2018)Experience Design Board: A tool for visua…Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…The Experience Economy (2012)The Experience EconomyAn expanded servicescape perspective (2011)An expanded servicescape pers…Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Customer experience quality: …Service Design for Experience-Centric Services (2009)Service Design for Experience…Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…Managing the co-creation of value (2007)Managing the co-creation of v…Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors (2004)Ability of Experience Design …Social-Servicescape Conceptual Model (2003)Social-Servicescape Conceptua…Service Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…Building Brand Community (2002)Building Brand CommunityCustomer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …Atmospheric Effects on Shopping Behavior (2000)Atmospheric Effects on Shoppi…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…How to Design a Service (1982)How to Design a ServiceCustomer journey partitioning: A customer-centric conceptualization beyond stages and touchpoints (2024)Customer journey partitioning…The festival customer experience: a conceptual framework (2022)The festival customer experie…Atmospherics as a Marketing Tool (1974)Store atmosphere and purchasing behavior (1994)Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. (2001)Hedonic and utilitarian motivations for online retail shopping behavior (2001)Why Ethical Consumers Don’t Walk Their Talk: Towards a Framework for Understanding the Gap Between the Ethical Purchase Intentions and Actual Buying Behaviour of Ethically Minded Consumers (2010)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Designing services that deliver (1984)Evolving to a New Dominant Logic for Marketing (2003)Theory of value co-creation: a systematic literature review (2014)Understanding Customer Experience Throughout the Customer Journey (2016)A Practical Guide for Policy Analysis: The Eightfold Path to More Effective Problem Solving (2019)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)The reflective practitioner: How professionals think in action (1984)The Reflective Practitioner: How Professionals Think in Action (1985)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Handbook of Qualitative Research (1994)The Commitment-Trust Theory of Relationship Marketing (1994)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Consumer Culture Theory (CCT): Twenty Years of Research (2005)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)Customer experience: fundamental premises and implications for research (2020)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)Naturalistic inquiry (1985)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Relationship quality as a predictor of B2B customer loyalty (2006)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Customer satisfaction and its measurement in hospitality enterprises (1999)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)The evolution of the intellectual structure of operations management—1980–2006: A citation/co‐citation analysis (2008)Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet (2004)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2007Managing the co-creation of value3,467 cited
  • 2002Building Brand Community2,654 cited
  • 2000Atmospheric Effects on Shopping Behavior1,921 cited
  • 2012The Experience Economy1,886 cited
  • 2015Service Research Priorities in a Rapidly Changing Context1,469 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,195 cited
  • 2000Customer-Employee Rapport in Service Relationships1,150 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
  • 1982How to Design a Service1,077 cited
  • 2009Service Design for Experience-Centric Services961 cited
  • 2010Customer experience quality: an exploration in business and consumer contexts using repertory grid technique898 cited
  • 2004Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors660 cited
  • 2011An expanded servicescape perspective599 cited
  • 2003

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Social-Servicescape Conceptual Model
576 cited

Cited by

  • 2024Customer journey partitioning: A customer-centric conceptualization beyond stages and touchpoints34 cited
  • 2022The festival customer experience: a conceptual framework15 cited