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Article
Publication date: 14 October 2014

Richard B. Chase and Sriram Dasu

In their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service…

1595

Abstract

Purpose

In their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service organizations should try to make them more fun. The purpose of this paper (and the premise of the recent book) is that services can be redesigned using psychological principles to deliver positive experiences for any kind of service, not just those that lend themselves to fun; by definition, satisfaction with a subconscious aspect of a service cannot be explained by the customer; and the psychological aspects of service interactions have to be approached with the same level of rigor as that are used to design processes that deliver the technical features of the service.

Design/methodology/approach

A point of view on the gap and opportunities in the field.

Findings

The authors show that there is an opportunity to extend the service operations field.

Practical implications

Enables managers and researchers to think about new approaches for designing experiences.

Social implications

Valuable in a number of areas including healthcare.

Originality/value

Presents a new point of view.

Details

Journal of Service Management, vol. 25 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Content available

Abstract

Details

International Journal of Operations & Production Management, vol. 34 no. 4
Type: Research Article
ISSN: 0144-3577

Article
Publication date: 1 April 2004

Richard B. Chase

Current approaches to service design and service quality have provided second order principles that fail to account for underlying cognitive processes of customers in…

3614

Abstract

Current approaches to service design and service quality have provided second order principles that fail to account for underlying cognitive processes of customers in service encounters. It is proposed that behavioral science research should be used to address this shortcoming, and five “first order” principles are presented based upon a review of the behavioral science literature.

Details

Managing Service Quality: An International Journal, vol. 14 no. 2/3
Type: Research Article
ISSN: 0960-4529

Keywords

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