A structured approach to describing service for creating a delightful experience

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)

View graph of relations

Author(s)

Related Research Unit(s)

Detail(s)

Original languageEnglish
Title of host publicationThe 36th CIE Conference on Computers & Industrial Engineering
Pages4829-4838
Publication statusPublished - 2006

Conference

TitleThe 36th International Conference on Computers & Industrial Engineering (CIE36)
LocationNational Tsing Hua University
PlaceTaiwan
CityTaipei
Period20 - 23 June 2006

Abstract

In this paper, a new structured approach integrating three different tools is used to describe service experiences. The three different tools include a context diagram, which depicts the process flow at the highest level, the action specification in a textual form, and an emotion-transition diagram or a state- Transition diagram, which describes service encounters that can create a delightful service experience for customers. With this approach, different stakeholders can have a common communication tool that shows a service delivery process from various angles including the scope, the operations flow, and the emotion flow between customers and service providers. More importantly, it provides further insights to service providers on how to create delightful service experiences.

Research Area(s)

  • Customer emotions, Service experiences, Yourdon's structural methodology

Citation Format(s)

A structured approach to describing service for creating a delightful experience. / Leung, John W. K.; Kwong, Kenneth K.

The 36th CIE Conference on Computers & Industrial Engineering. 2006. p. 4829-4838.

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)