The role and design of the service environment in creating favourable customer experiences
2008 (English)Conference paper (Other academic)
The important role of the environment in service experiences is well established and accounted for in the marketing literature. Several theoretical frameworks and concepts have been suggested such as the servicescape. So far, the empirical studies have mainly focused on the effects of single variables, like music, scent or signage. Consequently, further empirical and conceptual research is needed with a holistic view. This paper contributes to this knowledge gap by building on a recent conceptualization of the experience room model. The aim of the study is to further explore design dimensions of an experience room. We examine the role of the experience room dimensions in the processes that result in the cocreation of value-in-use, while investigating their relative importance.
Place, publisher, year, edition, pages
Linköping, Sweden: Linköping University Electronic Press, 2008. 13 pages- p.
, Linköping Electronic Conference Proceedings, ISSN 1650-3686 (print), 1650-3740 (online) ; 033
Service experience, experience room, design dimensions, experience map
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-14432OAI: oai:DiVA.org:kau-14432DiVA: diva2:542529
11th QMOD Conference Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to Sustainable Excellence, 20–22 August, 2008 in Helsingborg, Sweden
Part of thesis: Customer experiences of resource integration2012-09-032012-08-012015-05-27Bibliographically approved