Unveiling the Hidden Aspects of Service Innovation: Using Eye Tracking to Understand and Enhance Customer Experience

Wästlund Erik, Shams Poja, Otterbring Tobias and Matos Ricardo

Chapter 10 in Service Innovation for Sustainable Business:Stimulating, Realizing and Capturing the Value from Service Innovation, 2019, pp 179-202 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The following sections are included:IntroductionStudying the Retail Servicescape from a Process PerspectiveThe 3S ModelThe 3S Levels Summarized: Stock, Shelf, and StoreConclusionReferences

Keywords: Service; Innovation; Creativity; Ideas; Value; Customer; Marketing (search for similar items in EconPapers)
JEL-codes: L84 O31 (search for similar items in EconPapers)
Date: 2019
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