Summary: Service Design For Experience-Centric Services
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1 Introduction
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What are "experience-centric services"?
Services in which firms craft the customer experience proactively to create distinctive product and service offerings. -
2 Theoretical Background
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2.1 Experience-Centric Services and Experience Design
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What do experience-centric service organizations deliver?
Series in which the customer experience is at the core of the service offering. -
How is the term experience design used?
To refer to the development of experience-centric services. -
What is a key characteristic of experience-centric services?
That they are designed to engage customers, that is, to enable the customer to connect with the service in a personal, memorable way. -
In what types can engagement occur?
Engagement can be emotional, physical, intellectual, or even spiritual. Different types of engagement can be achieved depending on the level of customer participation and the connection with the environment. -
Where does context consist of?
Of the physical and relational elements in the experience environment. It includes the physical setting, the social actors, and any social interactions with other customers and/or service facilitators. -
2.2 A Series of Cues
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Between which 2 clues can be distinguished?
- Mechanistic clues
- Humanistic clues
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What are mechanistic clues?
Those that are generated by things, such as the impressions sent by a facility’s interior design. -
What are humanistic clues?
They emanate from people -
2.3 Sensory Design
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What does the servicescape framework of Bitner (1992) propose?
That environmental dimensions are perceived by both customers and employees and cause cognitive, emotional, and physiological responses.
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