The customer experience: A road-map for improvement

Managing Service Quality: An International Journal

Volumn 21, Issue 1, 2011, Pages 5-24

  Johnston, Robert ^a   Kong, Xiangyu ^a  

^a UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

Budgetary control; Customer satisfaction; Quality improvement; Service improvements

Indexed keywords

EID: 78651458075     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521111100225     Document Type: Review

References (64)

1. Bate, P. and Robert, G. (2007), “Toward more user-centric OD - lessons from the field of experience-based design and a case study”, The Journal of Applied Behavioral Science, Vol. 41 No. 1, pp. 41-66.
2. Berry, L.L. and Carbone, L.P. (2007), “Build loyalty through experience management”, Quality Progress, Vol. 40 No. 9, pp. 26-32.
3. Bitner, M-J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56 No. 2, pp. 57-71.
4. Bitner, M-J. and Hubbert, A. (1994), “Encounter satisfaction versus overall satisfaction versus service quality: the consumer's voice”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 72-94.
5. Brudney, J.L. and England, R.E. (1983), “Toward a definition of the co-production concept”, Public Administration Review, Vol. 43 No. 1, p. 59.
6. Carbone, L.P. (2004), Clued in, FT Prentice-Hall, Englewood Cliffs, NJ.
7. Carbone, L.P. and Haeckel, S.H. (1994), “Engineering customer experience”, Marketing Management, Vol. 3 No. 3, pp. 8-19.
8. Carnall, C.A. (2007), Managing Change in Organisations, 5th ed., FT Prentice-Hall, Harlow.
9. Chase, R.B. (1981), “The customer contact approach to services: theoretical bases and practical extensions”, Operations Research, Vol. 29 No. 4.
10. Coffman, J. and Stotz, D. (2007), “How some banks turn clients into advocates”, American Banker, May.
11. Csikszentmihalyi, M. (2000), “The costs and benefits of consuming”, Journal of Consumer Research, Vol. 27 No. 2, pp. 267-72.
12. Ding, D.X., Hu, P.J., Verma, R. and Wardell, D.G. (2010), “The impact of service system design and flow experience on customer satisfaction in online financial services”, Journal of Service Research, Vol. 13 No. 1, pp. 96-110.
13. Easterby-Smith, M., Thorpe, R., Jackson, P. and Lowe, A. (2008), Management Research: Theory and Practice, 3rd ed., Sage, Newbury Park, CA.
14. Edvardsson, B. and Olsson, J. (1996), “Key concepts for new service development”, The Service Industries Journal, Vol. 16 No. 2, pp. 140-64.
15. Eiglier, P. and Langeard, E. (1987), Servuction, McGraw-Hill, Paris.
16. Eisenhardt, K.M. (1989), “Building theories from case study research”, Academy of Management Review, Vol. 14 No. 4, pp. 532-50.
17. Fitzsimmons, J.A. and Fitzsimmons, M.J. (1994), Service Management for Competitive Advantage, McGraw-Hill, New York, NY.
18. Flanagan, P., Johnston, R. and Talbot, D. (2005), “Customer confidence: the development of a pre-experience concept”, International Journal of Service Industry Management, Vol. 16 No. 4, pp. 373-84.
19. Flynn, B.B., Sakakibara, S., Schroeder, R.G., Bates, K.A. and Flynn, E.J. (1990), “Empirical research methods in operations management”, Journal of Operations Management, Vol. 9 No. 2, pp. 250-84.
20. Goleman, D. (1996), Emotional Intelligence, Bloomsbury, London.
21. Grace, D. and O'Cass, A. (2004), “Examining service experiences and post-consumption evaluations”, Journal of Services Marketing, Vol. 18 No. 6, pp. 450-61.
22. Gummesson, E. (1987), “The new marketing - developing long-term interactive relationships”, Long Range Planning, Vol. 20 No. 4, pp. 10-20.
23. Gummesson, E. (2000), Qualitative Methods in Management Research, 2nd ed., Sage Publications, Newbury Park, CA.
24. Haywood-Farmer, J. and Nollet, J. (1991), Services Plus: Effective Service Management, Morin, Boucherville.
25. HM Government (2007), Service Transformation Agreement, HM Treasury, HMSO, Norwich.
26. Johnson, C. and Mathews, B.P. (1997), “The influence of experience on service expectations”, International Journal of Service Industry Management, Vol. 8 No. 4, pp. 290-305.
27. Johnston, R. (1995), “The determinants of service quality: satisfiers and dissatisfiers”, International Journal of Service Industry Management, Vol. 6 No. 5, pp. 53-71.
28. Johnston, R. (1999), “Service transaction analysis: assessing and improving the customer's experience”, Managing Service Quality, Vol. 9 No. 2, pp. 102-9.
29. Johnston, R. (2008), “Internal service - barriers, flows and assessment”, International Journal of Service Industry Management, Vol. 19 No. 2, pp. 210-31.
30. Johnston, R. and Bryan, R. (1993), “Products and services - a question of visibility”, The Service Industries Journal, Vol. 13 No. 3, pp. 125-36.
31. Johnston, R. and Clark, G. (2008), Service Operations Management, 3rd ed., Financial Times/Prentice-Hall, London.
32. Karlsson, C. (Ed.) (2009), Researching Operations Management, Routledge, New York, NY.
33. Kotter, J.P. (1988), The Leadership Factor, Free Press, New York, NY.
34. Kotter, J.P. (1995), “Leading change: why transformation efforts fail”, Harvard Business Review, Vol. 73 No. 2, pp. 59-67.
35. Liljander, V. and Strandvik, T. (1997), “Emotions in service satisfaction”, International Journal of Service Industry Management, Vol. 8 No. 2, pp. 148-60.
36. Lusch, R.F., Vargo, S.L. and O'Brien, M. (2007), “Competing through service: insights from service dominant logic”, Journal of Retailing, Vol. 83 No. 1, pp. 2-18.
37. Mascarenhas, O.A., Kesavan, R. and Bernacchi, M. (2006), “Lasting customer loyalty: a total customer experience approach”, Journal of Consumer Marketing, Vol. 23 No. 7, pp. 387-405.
38. Meyer, C. and Schwager, A. (2007), “Understanding customer experience”, Harvard Business Review, Vol. 2007, February, pp. 117-26.
39. Meyer, D. (2007), Setting the Table, Harper Collins, New York, NY.
40. Normann, R. (2000), Service Management, 3rd ed., Wiley, Chichester.
41. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
42. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
43. Pickles, J., Hide, E. and Maher, L. (2008), “Experience-based design: a practical method of working with patients to redesign services”, Clinical Governance: An International Journal, Vol. 13 No. 1, pp. 51-8.
44. Pine, B.J. II and Gilmore, J.H. (1998), “Welcome to the experience economy”, Harvard Business Review, Vol. 1998, July-August, pp. 97-105.
45. Pine, B.J. II and Gilmore, J.H. (1999), The Experience Economy: Work Is Theatre and Every Business a Stage, Harvard Business School Press, Cambridge, MA.
46. Pinto, S.S. and Johnston, R. (2004), “The object and nature of service specifications”, in Edvardsson, B., Gustafsson, A., Brown, S.W. and Johnston, R. (Eds), Service Excellence in Management: Interdisciplinary Contributions, Karlstad University, Karlstad, pp. 487-96.
47. Prahalad, C.K. and Ramaswamy, V. (2004), The Future of Competition - Co-Creating Unique Value with Customers, Harvard Business School Press, Boston, MA.
48. Price, R. and Brodie, R.J. (2001), “Transforming a public service organization from inside out to outside in”, Journal of Service Research, Vol. 4 No. 1, pp. 50-9.
49. Pullman, M.E. and Gross, M.A. (2004), “Ability of experience design elements to elicit emotions and loyalty behaviors”, Decision Science, Vol. 35 No. 3, pp. 551-78.
50. Purves, D., Augustine, G.J., Fitzpatrick, D., Katz, L.C., LaMantia, A-S. and Williams, S.M. (2001), Neuroscience, 2nd ed., Sinauer Associates, Sunderland, MA.
51. Sampson, S.E. (2005), Understanding Service Businesses, 2nd ed., Wiley, New York, NY.
52. Sampson, S.E. and Froehle, C.M. (2006), “Foundations and implications of a proposed unified services theory”, Production and Operations Management, Vol. 15 No. 2, pp. 329-43.
53. Shaw, C. and Ivens, J. (2002), Building Great Customer Experience, Palgrave MacMillan, New York, NY.
54. Slack, N., Chambers, S. and Johnston, R. (2010), Operations Management, 6th ed., FT Prentice-Hall, Harlow.
55. Stauss, B. and Weinlich, B. (1997), “Process-oriented measurement of service quality - applying the sequential incident technique”, European Journal of Marketing, Vol. 31 No. 1, pp. 33-55.
56. Stuart, F.I. and Tax, S. (2004), “Toward an integrative approach to designing service experiences: lessons learned from the theatre”, Journal of Operations Management, Vol. 22, pp. 609-27.
57. Vargo, S.L. and Lusch, R.F. (2004), “Evolving to a new dominant logic of marketing”, Journal of Marketing, Vol. 68 No. 1, pp. 1-17.
58. Voss, C.A. (2003), “Rethinking paradigms of service - service in a virtual environment”, International Journal of Operations & Production Management, Vol. 23 No. 1, pp. 88-104.
59. Voss, C. and Zomerdijk, L. (2007), “Innovation in experiential services - an empirical view”, Innovation in Services, DTI, London, pp. 97-134.
60. Wild, R. (1977), Concepts for Operations Management, Wiley, Chichester.
61. Yin, R.K. (2008), Case Study Research: Design and Methods, 4th ed., Sage Publications, Thousand Oaks, CA.
62. Yu, T.-T. and Dean, A. (2001), “The contribution of emotional satisfaction to customer loyalty”, International Journal of Service Industry Management, Vol. 12 No. 3, pp. 234-51.
63. Zomerdijk, L.G. and Voss, C.A. (2010), “Service design for experience-centric services”, Journal of Service Research, Vol. 13 No. 1, pp. 67-82.
64. Schmitt, B.H. (2003), Customer Experience Management, Wiley & Sons, Hoboken, NY.