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An integrated model of service experience design improvement

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  • Chiuhsiang Joe Lin
  • Lai-Yu Cheng

Abstract

Service experience design, addressing an overall experience problem with user-centered design thinking is a critical issue. This study proposes an integrated model of service experience assessment that addresses the relationship between user value and experience based on the importance and satisfaction concept. Refined improvement index of this study was developed for the determination of improvement priority. The paper then presents an empirical study of 3C (computer, communication, consumer-electronics) retail stores in which the proposed model was used to identify the critical servicescape items requiring improvement, and ranked on the strategies of improvement. The model requires a systematic approach to (i) examine the performance of these retail service processes; (ii) determine the items to be improved; and (iii) select appropriate and feasible strategies to improve these items. This integrated model is valuable for practical implementation in service firms to investigate and prioritize service design actions based on user experience data gathered from service sites.

Suggested Citation

  • Chiuhsiang Joe Lin & Lai-Yu Cheng, 2015. "An integrated model of service experience design improvement," The Service Industries Journal, Taylor & Francis Journals, vol. 35(1-2), pages 62-80, January.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:62-80
    DOI: 10.1080/02642069.2014.979407
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    References listed on IDEAS

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    1. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
    2. Bateson, John E G & Hui, Michael K, 1992. "The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 271-281, September.
    3. Ching-Chow Yang & King-Jang Yang & Tsu-Ming Yeh & Fan-Yun Pai, 2009. "Methods for determining areas for improvement based on the design of customer surveys," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 143-154, February.
    4. Hui, Michael K & Bateson, John E G, 1991. "Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 174-184, September.
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    Cited by:

    1. Furrer, Olivier & Sudharshan, Devanathan & Tsiotsou, Rodoula H. & Liu, Ben S., 2016. "A framework for innovative service design," FSES Working Papers 476, Faculty of Economics and Social Sciences, University of Freiburg/Fribourg Switzerland.

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