A structured approach to describing service for creating a delightful experience

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.