Designing customer experiences: the importance of different types of service encounters

Yeonjung Alice Kang and Melissa A. Baker

Chapter 6 in Handbook of Experience Science, 2024, pp 71-86 from Edward Elgar Publishing

Abstract: Customer experience management is one of the most important aspects of hospitality and tourism management, so understanding different service encounters is critical for strategic firm success. Therefore, this chapter first discusses the different service encounters in today’s environment. Next, the chapter presents the Service Encounter 2.0 model, which focuses on the three-way interactions between customers-employees-technology in today’s business service encounters. Also, the chapter provides practical guidance for firms and managers to consider in strategically designing their customer experiences and encounters. Specifically, the importance of defining your unique brand experience, understanding your customers and employees, understanding the role of technology, and designing the servicescape. Lastly, the chapter demonstrates theoretical contributions and a future research agenda. The chapter guides academics, students, and practitioners on the importance of designing customer experiences.

Keywords: Business and Management; Development Studies; Economics and Finance; Environment; Geography; Innovations and Technology (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781803926902.00012 (application/pdf)
Our link check indicates that this URL is bad, the error code is: 403 Forbidden

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eechap:21746_6

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().