Ability of experience design elements to elicit emotions and loyalty behaviors

Ability of experience design elements to elicit emotions and loyalty behaviors

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Article ID: iaor2009284
Country: United States
Volume: 35
Issue: 3
Start Page Number: 551
End Page Number: 578
Publication Date: Jul 2005
Journal: Decision Sciences
Authors: ,
Keywords: decision theory
Abstract:

Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever-increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty.

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