Bridging service experiences and service innovation

Jeter un pont entre expériences de service et innovations de service

Luis Rubalcaba

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Abstract: This article provides a theoretical framework for bridging service experiences with service innovations. It analyses service innovation in the light of service experiences in terms of connecting and engaging people. The hypothesis is that the social context is a major bridging factor and that human encounters are the basis of the social bridge. The article also proposes a ten-dimensional model to understand new service innovation trends.

Keywords: Services; experience; innovation; social; encounter; education; rencontre (search for similar items in EconPapers)
Date: 2018-10-17
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Citations: View citations in EconPapers (1)

Published in European Review of Service Economics and Management, 2018, n° 6, pp.17-49. ⟨10.15122/isbn.978-2-406-08633-8.p.0017⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01925007

DOI: 10.15122/isbn.978-2-406-08633-8.p.0017

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