Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …

Purpose–The collective, interactive aspects of service experience are increasingly evident in
contemporary research and practice, but no integrative analysis of this phenomenon has …

" Services Marketing is well known for its authoritative presentation and strong instructor
support. The new 6th edition continues to deliver on this promise. Contemporary Services …

This paper considers different ways of approaching service design, exploring what
professional designers who say they design services are doing. First it reviews literature in …

A substantial body of literature has been built up in experience marketing. In spite of that
there is no cohesive framework that has systematically examined antecedents, formation …

This article reviews the service management and marketing literature on managing people
with a particular emphasis on managerial relevance. This review explores the market and …

An important perceived benefit of self-service technology has been its potential to reduce
customer waiting-times. The purpose of this study was therefore to examine under which …

Calls for increased transparency and reduced information asymmetry between service firms
and their customers are getting louder in the marketplace. Yet, it remains unclear what …

Purpose The purpose of this paper is to explore the experience design phenomenon in the
cultural sector. Specifically, it purports to articulate a set of design characteristics that support …

Purpose–The aim of this paper is to explore and empirically investigate the characteristics
and contingencies of service delivery system design. Design/methodology/approach …