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Exploiting Service Design in Service Quality: Escorting the Customer’s Experiential Value in the Journey of a Star-Rated Hotel
16 references·0 citing·42 second hop
Exploiting Service Design in Service Quality: Escorting the Customer’s Experiential Value in the Journey of a Star-Rated Hotel (2023)Exploiting Service Design in Service Qual…The DAST Framework for Retail Atmospherics: The Impact of In- and Out-of-Store Retail Journey Touchpoints on the Customer Experience (2019)The DAST Framework for Retail…Technological disruptions in services: lessons from tourism and hospitality (2019)Technological disruptions in …Marketing in the Sharing Economy (2019)Marketing in the Sharing Econ…Customer experience driven business model innovation (2019)Customer experience driven bu…A review of product–service systems design methodologies (2011)A review of product–service s…Moving Forward and Making a Difference: Research Priorities for the Science of Service (2010)Moving Forward and Making a D…An epistemological view of consumer experiences (2010)An epistemological view of co…Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…Blueprinting the service company (2002)Blueprinting the service comp…Experiential Marketing (1999)Experiential MarketingHow to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…How to delight your customers (1996)How to delight your customersThe Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Competing on the Eight Dimensions of Quality (1987)Competing on the Eight Dimens…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Designing services that deliver (1984)Evolving to a New Dominant Logic for Marketing (2003)The Experience Economy (2012)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)Atmospherics as a Marketing Tool (1974)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 House of Quality (1988)The Voice of the Customer (1993)Quality function deployment: A literature review (2002)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction (2014)Service-dominant logic: continuing the evolution (2007)How Smart, Connected Products Are Transforming Competition (2014)Conceptual foundations for understanding smart tourism ecosystems (2015)Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: a perspective article (2019)Metaverse as a disruptive technology revolutionising tourism management and marketing (2023)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Branding in a Hyperconnected World: Refocusing Theories and Rethinking Boundaries (2020)Designing conceptual articles: four approaches (2020)Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature (2020)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Consumer Cocreation in New Product Development (2010)Value co-creation: concept and measurement (2014)Service Research Priorities in a Rapidly Changing Context (2015)Communication and Control Processes in the Delivery of Service Quality (1988)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)The Capabilities of Market-Driven Organizations (1994)Performance measurement system design (1995)
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References

  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1999Experiential Marketing2,989 cited
  • 1987Competing on the Eight Dimensions of Quality1,691 cited
  • 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service1,545 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,195 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 2019Technological disruptions in services: lessons from tourism and hospitality960 cited
  • 2019Marketing in the Sharing Economy763 cited
  • 1996How to delight your customers581 cited
  • 2010An epistemological view of consumer experiences571 cited
  • 2002Blueprinting the service company395 cited
  • 2011A review of product–service systems design methodologies381 cited
  • 2019Customer experience driven business model innovation308 cited

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2019
The DAST Framework for Retail Atmospherics: The Impact of In- and Out-of-Store Retail Journey Touchpoints on the Customer Experience
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