Abstract
ABSTRACT
Identifying the nature of service experiences is recognised As being of primary importance in the shaping of an enhanced competitive position for industry; however service managers often have difficulty articulating the true nature of their service concept. The definition of service concept is a fundamental part of the strategic advantage seeking Processes of service design, service development and service innovation. In response to the competitive Imperative for improved product/service development, this paper will develop a conceptual model of the components of service experience and the process by which the service concept can be articulated.
| Original language | English |
|---|---|
| Title of host publication | Service Science, Management and Engineering Education for the 21st Century |
| Publisher | Springer |
| Pages | 330-333 |
| ISBN (Print) | 13: 978-0-387-76577-8 |
| Publication status | Published - 2008 |