Service experience and service design: concepts and application in tourism SMEs
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 15 May 2009
Abstract
Purpose
The purpose of this paper is to explore the pertinent issues in the relationship between service experience and service design among small and medium‐sized enterprises (SMEs) in the tourism industry.
Design/methodology/approach
The conceptual paper undertakes a thorough review of the relevant literature before developing propositions regarding service experience and service design for SMEs in the tourism industry.
Findings
Service experience must be appropriately managed by SME operators by collecting and evaluating relevant data on customer experience. Service design must be undertaken in a holistic manner that is embedded in the organisational culture of the service provider using tools such as “blueprinting”. Synergistic cooperation and learning regions among traditionally fragmented tourism providers are essential for achieving long‐term competitiveness.
Research limitations/implications
Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper.
Originality/value
This is one of the few studies to have addressed the relationship between experience management and service design for SMEs in the highly competitive tourism industry.
Keywords
Citation
Zehrer, A. (2009), "Service experience and service design: concepts and application in tourism SMEs", Managing Service Quality: An International Journal, Vol. 19 No. 3, pp. 332-349. https://doi.org/10.1108/09604520910955339
Publisher
:Emerald Group Publishing Limited
Copyright © 2009, Emerald Group Publishing Limited