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Toward an integrative approach to designing service experiencesLessons learned from the theatre
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Toward an integrative approach to designing service experiencesLessons learned from the theatre (2004)Toward an integrative approach to designi…Destination design: identifying three key co-design strategies (2024)Destination design: identifyi…The effect of service improvisation competence on hotel performance (2020)The effect of service improvi…A customer journey perspective on service delivery system design: insights from healthcare (2018)A customer journey perspectiv…Setting the stage for service experience: design strategies for functional services (2016)Setting the stage for service…Professional service supply chains⋆ (2016)Professional service supply c…Improving service management in budget hotels (2015)Improving service management …Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint (2013)Proposal of a Methodology to …Innovation through Experience Staging: Motives and Outcomes (2012)Innovation through Experience…ServiceInnovation (2010)ServiceInnovationThe role of design in the development of technology-based services (2007)The role of design in the dev…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The role of relationship marketing investments in customer reciprocity (2014)Service quality research on China’s hospitality and tourism industry (2015)The asset-light business model and firm performance in complex and dynamic environments: The dynamic capabilities view (2021)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Case Study Research: Design and Methods (1984)Qualitative Data Analysis: An Expanded Sourcebook (1994)Exploration and exploitation activities for design innovation (2016)Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study (2022)Designing services that deliver (1984)Understanding customer experience. (2007)Service Blueprinting: A Practical Technique for Service Innovation (2008)Welcome to the experience economy. (1998)Contributions of design emphasis, design resources and design excellence to market performance in technology-based service innovation (2016)Functional, emotional, and social benefits of new B2B services (2016)Welcome to the experience economy (2019)The System of Professions (1988)Case study research: design and methods (2011)EMERGING DISCOURSE INCUBATOR: Delivering Transformational Change: Aligning Supply Chains and Stakeholders in Non‐Governmental Organizations (2018)Decision optimization in service supply chain: the impact of demand and supply-driven data value and altruistic behavior (2021)After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence (2022)Naturalistic inquiry (1985)Service Design and Citizen Satisfaction with E‐Government Services: A Multidimensional Perspective (2020)Customer experience research: intellectual structure and future research opportunities (2021)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Understanding Customer Experience Throughout the Customer Journey (2016)Benefits and limitations of business process model notation in modelling patient healthcare trajectory: a scoping review protocol (2022)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The Social Construction of Technological Systems (1989)Evolving to a New Dominant Logic for Marketing (2003)The Oxford Handbook of Innovation (2006)Can service innovations be procured? An analysis of impacts and challenges in the procurement of innovation in social services (2015)COVID-19 and service innovation strategies of tourism and hospitality SMEs in an emerging country (2022)Outline of a Theory of Practice (1977)Focus Groups: A Practical Guide for Applied Research (1989)The Coding Manual for Qualitative Researchers (2025)
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  • 2015Improving service management in budget hotels60 cited
  • 2012Innovation through Experience Staging: Motives and Outcomes51 cited
  • 2016Setting the stage for service experience: design strategies for functional services48 cited
  • 2007The role of design in the development of technology-based services48 cited
  • 2016Professional service supply chains⋆41 cited
  • 2018A customer journey perspective on service delivery system design: insights from healthcare36 cited
  • 2010ServiceInnovation25 cited
  • 2020The effect of service improvisation competence on hotel performance13 cited
  • 2024Destination design: identifying three key co-design strategies12 cited
  • 2013Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint11 cited

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