Purpose The purpose of this paper is to explore the experience design phenomenon in the cultural sector. Specifically, it purports to articulate a set of design characteristics that support the alignment between an organisation’s design intention (i.e. intended experience) and the actual...

We consider Vvalue creation as a process achieved in a business relationship has turned out to be one of as the fundamental questions in of B2B marketing. Value creation is a process achieved in a business relationship. We put forward the hypotheses that the value of a business relationship...

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online...

Purpose: The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements....

Purpose: The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS). Design/methodology/approach: A conceptual model was framed and a series of hypotheses generated and tested using data from 158...