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: | Pullman Madeleine E., Gross Michael A. |
Keywords: | decision theory |
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.