Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action! |
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Authors: | F Ian Stuart |
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Institution: | University of Victoria, P.O. Box 1700, Victoria, B.C., Canada V8W 2Y2 |
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Abstract: | Designing services that deliver memorable personal experiences is a science and an art that is poorly understood. Borrowing from the masters of managing performances, the theatre industry, we examine the process for staging plays. Based on our study, we draw inferences that can help service experience managers in a variety of settings create more memorable face-to-face service encounters. To this end, we illustrate seven steps managers should follow to ensure service experience success. |
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Keywords: | Designing service experiences Service performance management |
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