IDEAS home Printed from https://ideas.repec.org/h/elg/eechap/21746_6.html
   My bibliography  Save this book chapter

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

In: Handbook of Experience Science

Author

Listed:
  • Yeonjung Alice Kang
  • Melissa A. Baker

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.

Suggested Citation

  • Yeonjung Alice Kang & Melissa A. Baker, 2024. "Designing customer experiences: the importance of different types of service encounters," Chapters, in: Joseph S. Chen & Nina K. Prebensen & Muzaffer S. Uysal (ed.), Handbook of Experience Science, chapter 6, pages 71-86, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21746_6
    as

    Download full text from publisher

    File URL: https://www.elgaronline.com/doi/10.4337/9781803926902.00012
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:elg:eechap:21746_6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Darrel McCalla (email available below). General contact details of provider: http://www.e-elgar.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.