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1 – 10 of over 15000
Article
Publication date: 1 March 2024

Frederic Ponsignon, David Alexandre Jaud, François Durrieu and Renaud Lunardo

Applying the stimulus-organism-response (S-O-R) theory in a wine museum context, this paper aims to examine how and why experience design characteristics influence visitor…

Abstract

Purpose

Applying the stimulus-organism-response (S-O-R) theory in a wine museum context, this paper aims to examine how and why experience design characteristics influence visitor satisfaction, particularly investigating the role of epistemic (learning) and hedonic (having fun) values as the underlying mechanisms of this relationship.

Design/methodology/approach

The authors collected field survey data from 652 visitors at a world-leading wine museum. The authors tested the research model on ten modules of the museum using path analysis and a bootstrap approach; the authors further conducted mediation analyses to test how the design of the museum’s modules influenced perceived value and satisfaction.

Findings

Content comprehensibility and surprise, as well as interactivity and ease of use, are core design characteristics that drive visitor satisfaction. More significantly, hedonic and epistemic values play a significant mediating role in influencing the relationship between design characteristics and visitor satisfaction.

Practical implications

The authors provide clear and actionable recommendations to help managers design museums that provide educational, entertaining and satisfying visitor experiences.

Originality/value

To the best of the authors’ knowledge, this is the first study to apply the S-O-R theory in a wine museum context. The significance of this study lies in demonstrating how and why experience design characteristics support the creation of an edutainment visitor experience that drives visitor satisfaction.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 January 2024

Xinxue Zhou, Jian Tang and Tianmei Wang

Customers' co-design behavior is an important source of knowledge for product innovation. Firms can regulate the focus of information interaction with customers to set goals and…

Abstract

Purpose

Customers' co-design behavior is an important source of knowledge for product innovation. Firms can regulate the focus of information interaction with customers to set goals and motivate their co-design behavior. Drawing on regulatory fit theory and construal level theory, the authors build a research model to study whether the fit between the regulatory focus of firms' task invitations (promotion focus vs prevention focus) and their feedback focus (self-focused vs other-focused) can enhance co-design behavior by improving customers' experiences (perceived meaning, active discovery and perceived empowerment).

Design/methodology/approach

The authors conducted two online between-subjects experiments to validate the proposed research model.

Findings

The two online experiments reveal that customers' experiences are enhanced when the feedback focus is congruent with the regulatory focus of the firm's task invitations. Specifically, self-focused feedback has a stronger positive effect on customers' experiences in the prevention focus context. Other-focused feedback has a stronger positive effect on customers' experiences in the promotion focus context. Moreover, customers' experience significantly and positively affects co-design behavior (i.e. co-design effort and knowledge contribution).

Originality/value

This work provides theoretical and practical implications for firms to improve the effectiveness of information interaction with their customers and eventually ensure the sustainability of co-design.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 4 December 2023

Frédéric Ponsignon, Laura Phillips, Philip Smart and Nicholas Low

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

Abstract

Purpose

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

Design/methodology/approach

Case-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in two in-depth case studies, provide empirical insights.

Findings

Drawing on customer and provider perspectives, a model of service design for prevention-oriented goals is presented. The model is informed through the identification of service delivery system characteristics (facility layout, staff service orientation, facility appearance and staff presence/appearance) and perceived experience quality dimensions (control, duration, privacy and reliability impressions) that contribute to the fulfilment of prevention-oriented consumption goals.

Practical implications

The research affirms that it is critical for organisations to comprehend the goals they want their service delivery systems to enable in the customer experience. Specific attention should be given to the design of facility layout, staff-service orientation, facility appearance, staff presence/appearance to positively impact perceived quality dimensions and to facilitate the realisation of customer prevention goals.

Originality/value

The main research contribution lies in the articulation of the design characteristics of the service delivery system that enables a customer experience supporting the fulfilment of prevention goals. The empirical study draws on both customer and organisational perspectives to identify prevention-oriented goals, and corresponding experience quality dimensions, to inform service delivery system design.

Open Access
Article
Publication date: 11 December 2023

Jonan Phillip Donaldson, Ahreum Han, Shulong Yan, Seiyon Lee and Sean Kao

Design-based research (DBR) involves multiple iterations, and innovations are needed in analytical methods for understanding how learners experience a learning experience in ways…

Abstract

Purpose

Design-based research (DBR) involves multiple iterations, and innovations are needed in analytical methods for understanding how learners experience a learning experience in ways that both embrace the complexity of learning and allow for data-driven changes to the design of the learning experience between iterations. The purpose of this paper is to propose a method of crafting design moves in DBR using network analysis.

Design/methodology/approach

This paper introduces learning experience network analysis (LENA) to allow researchers to investigate the multiple interdependencies between aspects of learner experiences, and to craft design moves that leverage the relationships between struggles, what worked and experiences aligned with principles from theory.

Findings

The use of network analysis is a promising method of crafting data-driven design changes between iterations in DBR. The LENA process developed by the authors may serve as inspiration for other researchers to develop even more powerful methodological innovations.

Research limitations/implications

LENA may provide design-based researchers with a new approach to analyzing learner experiences and crafting data-driven design moves in a way that honors the complexity of learning.

Practical implications

LENA may provide novice design-based researchers with a structured and easy-to-use method of crafting design moves informed by patterns emergent in the data.

Originality/value

To the best of the authors’ knowledge, this paper is the first to propose a method for using network analysis of qualitative learning experience data for DBR.

Article
Publication date: 22 December 2023

Diana Gavilan and Omar Adeeb A. Al-shboul

This paper aims to identify potential avenues for innovation in urban hotel management by analyzing self-reported data from visitors regarding their experience with interior…

Abstract

Purpose

This paper aims to identify potential avenues for innovation in urban hotel management by analyzing self-reported data from visitors regarding their experience with interior design.

Design/methodology/approach

A qualitative exploratory computer-assisted content analysis was conducted to identify the impact of interior design on the guest experience. Leximancer 4.0 software analyzed 2,562 reviews from urban hotels collected through a reservation website.

Findings

The findings reveal that data reported by guests on interior design play a crucial role in shaping guest experiences, both positively and negatively. The esthetic appeal of interior design is shown to impact resting and comfort, affecting overall performance significantly. The study also highlights how different star categories of hotels and variations in visitors' purposes for their stay lead to distinct guest experiences and different opportunities to innovate.

Research limitations/implications

The study’s results provide evidence for researchers and practitioners of the potential of the guest-reported interior design experience as a valuable source for fostering innovation. In addition, in the hotel industry, innovation may eventually be attained through interior design renovation.

Practical implications

Self-reported data from guests on interior design is an effective tool for innovation. Making interior design a priority throughout the establishment and ongoing management of a hotel is crucial. By integrating interior design, not only can potential negative experiences be avoided, but greater guest satisfaction can also be achieved during their stay, promoting memorable experiences that align with the hotel category and customer expectations.

Social implications

This research emphasizes the importance of interior design as a catalyst for innovation and improved social experiences in the hospitality industry. Innovation in interior design can improve hotel performance in several dimensions, including attracting more visitors to the hotel and the area, increasing tourism revenue for local businesses and contributing to the broader societal goal of reducing environmental impact and promoting sustainability.

Originality/value

This article adopts a guest-centered methodology to provide valuable insights for hotel managers to leverage interior design as a tool for innovation in the hospitality industry after showing that interior design enhances guests' experiences, comfort and hotel differentiation.

Details

European Journal of Innovation Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1460-1060

Keywords

Article
Publication date: 6 February 2024

Jagdish N. Sheth, Varsha Jain and Anupama Ambika

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few…

Abstract

Purpose

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

Design/methodology/approach

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

Findings

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

Research limitations/implications

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

Practical implications

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

Originality/value

This research is the original work developed through the key insights from the interview with senior industry professionals.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 24 November 2023

Muhammad Junaid, Muhammad Faisal Rasheed, Kiane Goudarzi and Asma Tariq

This research aims to conceptualize and validate the mall service design as a multidimensional construct and then test a conceptual framework by investigating the impact of mall…

Abstract

Purpose

This research aims to conceptualize and validate the mall service design as a multidimensional construct and then test a conceptual framework by investigating the impact of mall service design on customer mall experience and its subsequent outcomes, that is, intention to revisit and desire to stay in mega shopping malls.

Design/methodology/approach

The survey data of 455 shopping visitors in Pakistan were collected using a mall intercept technique and tested through structural equation modeling in AMOS.

Findings

The study reveals that service design significantly impacts customer experience and subsequent outcomes. Customer mall experience mediates the relationships between mall service design and the intention to revisit and desire to stay at malls.

Research limitations/implications

Data from a collectivist culture country (Pakistan) were collected. To explore the impact of service design on customer mall experience, researchers should conduct similar studies in individualistic societies like Europe and North America. Additionally, the authors recommend assessing the effect of each dimension of service design on customer experience separately.

Practical implications

The research provides policy guidelines for the owners and operators of mega shopping malls in developing experience-oriented retailing strategies based on service design.

Originality/value

The research conceptualizes and validates the mall service design as a multidimensional construct using the service theater model and empirically tests its relationship with the customer mall experience.

Details

International Journal of Retail & Distribution Management, vol. 52 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 7 November 2023

Kathleen Campana, Jacqueline Kociubuk, J. Elizabeth Mills and Michelle H. Martin

The purpose of this study was to bring library practitioners and researchers together to develop two co-designed tools for helping library practitioners gain a more holistic…

Abstract

Purpose

The purpose of this study was to bring library practitioners and researchers together to develop two co-designed tools for helping library practitioners gain a more holistic understanding of families in underserved groups and identify their values with the goal of developing more relevant learning experiences for them. The co-designed tools were then tested with Master’s of Library and Information Science (MLIS) students at two universities, whose feedback yielded several valuable findings and informed revisions to the tools.

Design/methodology/approach

A participatory, design-based approach was used throughout the study, both with engaging library practitioners in the co-design of different tools and processes introduced in the Toolkit, and to help MLIS students and library practitioners test the tools and provide feedback on the tool revisions.

Findings

Students indicated that the tools helped them develop a deeper understanding of underserved groups and their values and gave the students the time and space to reflect on their understanding of the socio-cultural and value contexts of their communities and the values they hold.

Originality/value

This study can help libraries more effectively design strengths-based learning experiences that are meaningful and relevant to underserved groups and their values, particularly for children and families from underserved communities.

Details

Information and Learning Sciences, vol. 125 no. 1/2
Type: Research Article
ISSN: 2398-5348

Keywords

Article
Publication date: 28 February 2024

Barbara Neuhofer

Through an interdisciplinary lens of positive psychology, this paper aims to explore positive experiences for human transformation, recognising their potential for a positive…

Abstract

Purpose

Through an interdisciplinary lens of positive psychology, this paper aims to explore positive experiences for human transformation, recognising their potential for a positive impact and contribution to the future tourism industry and the Sustainable Development Goals (SDGs).

Design/methodology/approach

A literature review forms the basis for the present paper.

Findings

Based on an in-depth literature review, four main avenues for positive experience design are proposed: designing transformative tourism experiences and measuring long-term impact; designing digital transformative tourism experiences; facilitating and guiding transformative experiences; and training to guide transformative experiences.

Originality/value

This study contributes to the interdisciplinary body of literature on positive psychology, experience design, and human transformation in the context of tourism. Cutting-edge perspectives are outlined to develop a theoretical and practical understanding of how to intentionally design for positive transformative experiences in tourism and make a positive contribution to the SDG 3 good health and well-being.

目的

本文通过积极心理学的跨学科视角, 探讨促进人类转变的积极体验, 认识到其对未来旅游业和可持续发展目标(SDGs)产生积极影响和做出贡献的潜力。

设计/方法/途径–文献综述是本文的基础。

研究结果 - 基于深入的文献综述, 提出了积极体验设计的四个主要途径, 包括:1)设计变革性旅游体验并衡量长期影响; 2)设计数字化变革性旅游体验; 3)促进和引导变革性体验; 以及 4)培训指导变革性体验。

原创性/价值

本研究为有关积极心理学、体验设计和旅游业背景下的人类转型的跨学科文献做出了贡献。本研究概述了前沿观点, 以便从理论和实践上理解如何在旅游业中有意识地设计积极的转型体验, 并为可持续发展目标 3–良好的健康和福祉做出积极贡献。

Propósito

A través del prisma interdisciplinar de la psicología positiva, este documento explora las experiencias positivas para la transformación humana, reconociendo su potencial para un impacto positivo y su contribución a la futura industria turística y a los Objetivos de Desarrollo Sostenible (ODS).

Diseño/metodología/enfoque

El presente documento se basa en una revisión bibliográfica.

Conclusiones

Sobre la base de una revisión en profundidad de la literatura, se proponen cuatro vías principales para el diseño de experiencias positivas, incluyendo 1) el diseño de experiencias turísticas transformadoras y la medición del impacto a largo plazo, 2) el diseño de experiencias turísticas transformadoras digitales, 3) la facilitación y guía de experiencias transformadoras, y 4) la formación para guiar experiencias transformadoras.

Originalidad/valor

Este estudio contribuye al cuerpo interdisciplinario de literatura sobre psicología positiva, diseño de experiencias y transformación humana en el contexto del turismo. Se esbozan perspectivas de vanguardia para desarrollar una comprensión teórica y práctica de cómo diseñar intencionadamente experiencias transformadoras positivas en el turismo y hacer una contribución positiva al ODS 3 buena salud y bienestar.

Article
Publication date: 9 February 2024

Shinyong Jung, Alei Fan, Xinran Lehto and Hhye Won Shin

This study aims to explore a potential conference experience design strategy, namely, festivalization. It investigates the potential festivalization effects on conference…

Abstract

Purpose

This study aims to explore a potential conference experience design strategy, namely, festivalization. It investigates the potential festivalization effects on conference attendees in two formats of business conferences: virtual and in-person.

Design/methodology/approach

A series of two scenario-based experimental studies were conducted. A series of one-way analysis of covariance and PROCESS procedures (Model 6) were performed for data analysis.

Findings

The inclusion of festivalization elements significantly enhances positive responses of attendees, especially for in-person conferences. This effect is further explained by a serial mediation effect, where enhanced perceived values and conference engagement play key roles in improving attendees’ conference experience.

Practical implications

By incorporating festivalization elements, conference organizers can create a more engaging and satisfying event experience for attendees. This can lead to greater satisfaction, positive word-of-mouth and increased registrations.

Originality/value

This study represents a pioneering effort in revealing the underlining mechanisms that explain how festivalization affects attendee engagement and subsequent behaviors in business event management in both face-to-face and virtual settings.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

1 – 10 of over 15000