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Designing Service Experiences

Operations Management in the Hospitality Industry

ISBN: 978-1-83867-542-4, eISBN: 978-1-83867-541-7

Publication date: 10 June 2021


Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and development of those experiences. This chapter begins by exploring the array of elements that holistically construct an experience, from process to people to physical environments. Then, the customer experience management framework is used to outline a recommended technique for approaching experience design. Finally, a brief survey of visualization techniques shows how experiences can be modeled for assessment and improvement.



Szende, P. and Dalton, A.N. (2021), "Designing Service Experiences", Szende, P., Dalton, A.N. and Yoo, M.(M). (Ed.) Operations Management in the Hospitality Industry, Emerald Publishing Limited, Leeds, pp. 23-43.



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