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WHEN YOUR EXPERIENCE DEPENDS ON OTHERS: THE EFFECT OF GROUP-SERVICES ON CUSTOMER SATISFACTION
(2017-11-01)
Previous research on customer-to-customer interactions studied the interactions between customers who are present in the same service environment. The interactions in these studies are not planned; they occur by chance, ...
Designing Better Experiences Through Storytelling: Two Essays Examining the Application of Storytelling in Service Design and its Impact on Customer and Service Offering-Related Outcomes
(2022-08-12)
**Please note that the full text is embargoed until 8/12/2024** ABSTRACT: The service literature has long recognized that storytelling can be applied in the design of service offerings and their associated customer journeys. ...