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Service experience and service design: concepts and application in tourism SMEs
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| Zeitschriftentitel: | Managing Service Quality: An International Journal |
|---|---|
| Personen und Körperschaften: | |
| In: | Managing Service Quality: An International Journal, 19, 2009, 3, S. 332-349 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Zehrer, Anita Zehrer, Anita |
|---|---|
| author |
Zehrer, Anita |
| spellingShingle |
Zehrer, Anita Managing Service Quality: An International Journal Service experience and service design: concepts and application in tourism SMEs Strategy and Management |
| author_sort |
zehrer, anita |
| spelling |
Zehrer, Anita 0960-4529 Emerald Strategy and Management http://dx.doi.org/10.1108/09604520910955339 <jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to explore the pertinent issues in the relationship between service experience and service design among small and medium‐sized enterprises (SMEs) in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>The conceptual paper undertakes a thorough review of the relevant literature before developing propositions regarding service experience and service design for SMEs in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>Service experience must be appropriately managed by SME operators by collecting and evaluating relevant data on customer experience. Service design must be undertaken in a holistic manner that is embedded in the organisational culture of the service provider using tools such as “blueprinting”. Synergistic cooperation and learning regions among traditionally fragmented tourism providers are essential for achieving long‐term competitiveness.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Research limitations/implications</jats:title><jats:p>Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This is one of the few studies to have addressed the relationship between experience management and service design for SMEs in the highly competitive tourism industry.</jats:p></jats:sec> Service experience and service design: concepts and application in tourism SMEs Managing Service Quality: An International Journal |
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Managing Service Quality: An International Journal |
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| title |
Service experience and service design: concepts and application in tourism SMEs |
| title_unstemmed |
Service experience and service design: concepts and application in tourism SMEs |
| title_full |
Service experience and service design: concepts and application in tourism SMEs |
| title_fullStr |
Service experience and service design: concepts and application in tourism SMEs |
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Service experience and service design: concepts and application in tourism SMEs |
| title_short |
Service experience and service design: concepts and application in tourism SMEs |
| title_sort |
service experience and service design: concepts and application in tourism smes |
| topic |
Strategy and Management |
| url |
http://dx.doi.org/10.1108/09604520910955339 |
| publishDate |
2009 |
| physical |
332-349 |
| description |
<jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to explore the pertinent issues in the relationship between service experience and service design among small and medium‐sized enterprises (SMEs) in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>The conceptual paper undertakes a thorough review of the relevant literature before developing propositions regarding service experience and service design for SMEs in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>Service experience must be appropriately managed by SME operators by collecting and evaluating relevant data on customer experience. Service design must be undertaken in a holistic manner that is embedded in the organisational culture of the service provider using tools such as “blueprinting”. Synergistic cooperation and learning regions among traditionally fragmented tourism providers are essential for achieving long‐term competitiveness.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Research limitations/implications</jats:title><jats:p>Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This is one of the few studies to have addressed the relationship between experience management and service design for SMEs in the highly competitive tourism industry.</jats:p></jats:sec> |
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| description | <jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to explore the pertinent issues in the relationship between service experience and service design among small and medium‐sized enterprises (SMEs) in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>The conceptual paper undertakes a thorough review of the relevant literature before developing propositions regarding service experience and service design for SMEs in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>Service experience must be appropriately managed by SME operators by collecting and evaluating relevant data on customer experience. Service design must be undertaken in a holistic manner that is embedded in the organisational culture of the service provider using tools such as “blueprinting”. Synergistic cooperation and learning regions among traditionally fragmented tourism providers are essential for achieving long‐term competitiveness.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Research limitations/implications</jats:title><jats:p>Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This is one of the few studies to have addressed the relationship between experience management and service design for SMEs in the highly competitive tourism industry.</jats:p></jats:sec> |
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| spelling | Zehrer, Anita 0960-4529 Emerald Strategy and Management http://dx.doi.org/10.1108/09604520910955339 <jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to explore the pertinent issues in the relationship between service experience and service design among small and medium‐sized enterprises (SMEs) in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>The conceptual paper undertakes a thorough review of the relevant literature before developing propositions regarding service experience and service design for SMEs in the tourism industry.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>Service experience must be appropriately managed by SME operators by collecting and evaluating relevant data on customer experience. Service design must be undertaken in a holistic manner that is embedded in the organisational culture of the service provider using tools such as “blueprinting”. Synergistic cooperation and learning regions among traditionally fragmented tourism providers are essential for achieving long‐term competitiveness.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Research limitations/implications</jats:title><jats:p>Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This is one of the few studies to have addressed the relationship between experience management and service design for SMEs in the highly competitive tourism industry.</jats:p></jats:sec> Service experience and service design: concepts and application in tourism SMEs Managing Service Quality: An International Journal |
| spellingShingle | Zehrer, Anita, Managing Service Quality: An International Journal, Service experience and service design: concepts and application in tourism SMEs, Strategy and Management |
| title | Service experience and service design: concepts and application in tourism SMEs |
| title_full | Service experience and service design: concepts and application in tourism SMEs |
| title_fullStr | Service experience and service design: concepts and application in tourism SMEs |
| title_full_unstemmed | Service experience and service design: concepts and application in tourism SMEs |
| title_short | Service experience and service design: concepts and application in tourism SMEs |
| title_sort | service experience and service design: concepts and application in tourism smes |
| title_unstemmed | Service experience and service design: concepts and application in tourism SMEs |
| topic | Strategy and Management |
| url | http://dx.doi.org/10.1108/09604520910955339 |