{"id":"https://openalex.org/W2889618046","doi":"https://doi.org/10.1016/j.jretconser.2018.07.021","title":"Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes","display_name":"Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes","publication_year":2018,"publication_date":"2018-09-20","ids":{"openalex":"https://openalex.org/W2889618046","doi":"https://doi.org/10.1016/j.jretconser.2018.07.021","mag":"2889618046"},"language":"en","primary_location":{"id":"doi:10.1016/j.jretconser.2018.07.021","doi":"https://doi.org/10.1016/j.jretconser.2018.07.021","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2018.07.021","pdf_url":"https://www.sciencedirect.com/science/article/pii/S0969698917307877/pdf","source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://www.sciencedirect.com/science/article/pii/S0969698917307877/pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5030411008","display_name":"Chiehyeon Lim","orcid":"https://orcid.org/0000-0001-6112-9674","observed_orcids":["https://orcid.org/0000-0001-6112-9674"]},"institutions":[{"id":"https://openalex.org/I48566637","display_name":"Ulsan National Institute of Science and Technology","ror":"https://ror.org/017cjz748","country_code":"KR","type":"education","lineage":["https://openalex.org/I48566637"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Chiehyeon Lim","raw_affiliation_strings":["School of Management Engineering, Ulsan National Institute of Science and Technology, 50, UNIST-gil, Ulsan 44919, Republic of Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management Engineering, Ulsan National Institute of Science and Technology, 50, UNIST-gil, Ulsan 44919, Republic of Korea","institution_ids":["https://openalex.org/I48566637"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005081871","display_name":"Kwang-Jae Kim","orcid":"https://orcid.org/0000-0003-3744-8792","observed_orcids":["https://orcid.org/0000-0003-3744-8792"]},"institutions":[{"id":"https://openalex.org/I123900574","display_name":"Pohang University of Science and Technology","ror":"https://ror.org/04xysgw12","country_code":"KR","type":"education","lineage":["https://openalex.org/I123900574"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Kwang-Jae Kim","raw_affiliation_strings":["Department of Industrial and Management Engineering, Pohang University of Science and Technology, San 31, Hyoja-dong, Nam-gu, Pohang, Gyeongbuk 790-784, Republic of Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial and Management Engineering, Pohang University of Science and Technology, San 31, Hyoja-dong, Nam-gu, Pohang, Gyeongbuk 790-784, Republic of Korea","institution_ids":["https://openalex.org/I123900574"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5005081871"],"corresponding_institution_ids":["https://openalex.org/I123900574"],"apc_list":{"value":4510,"currency":"USD","value_usd":4510},"apc_paid":{"value":4510,"currency":"USD","value_usd":4510},"fwci":4.4722,"has_fulltext":true,"cited_by_count":24,"citation_normalized_percentile":{"value":0.94306975,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"45","issue":null,"first_page":"142","last_page":"151"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7778000235557556,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7778000235557556,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.15379999577999115,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.045899998396635056,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-design-tools","display_name":"service design tools","score":0.7009999752044678},{"id":"https://openalex.org/keywords/servicescape","display_name":"servicescape","score":0.9279999732971191},{"id":"https://openalex.org/keywords/experience-economy","display_name":"experience economy","score":0.6959999799728394}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.746680736541748},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6026427149772644},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5493731498718262},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5307856798171997},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.5279877781867981},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.5258969664573669},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5130642652511597},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.5094693303108215},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4394548535346985},{"id":"https://openalex.org/C2776115432","wikidata":"https://www.wikidata.org/wiki/Q7455855","display_name":"Servicescape","level":3,"score":0.4190284013748169},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.2743796706199646},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.16857248544692993},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.16347777843475342},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.08898362517356873},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1016/j.jretconser.2018.07.021","doi":"https://doi.org/10.1016/j.jretconser.2018.07.021","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2018.07.021","pdf_url":"https://www.sciencedirect.com/science/article/pii/S0969698917307877/pdf","source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:joreco:v:45:y:2018:i:c:p:142-151","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0969698917307877","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:oasis.postech.ac.kr:2014.oak/94934","doi":null,"is_oa":false,"landing_page_url":"https://oasis.postech.ac.kr/handle/2014.oak/94934","pdf_url":null,"source":{"id":"https://openalex.org/S4306401965","display_name":"Open Access System for Information Sharing (Pohang University of Science and Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I123900574","host_organization_name":"Pohang University of Science and Technology","host_organization_lineage":["https://openalex.org/I123900574"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:scholarworks.unist.ac.kr:201301/24389","doi":null,"is_oa":true,"landing_page_url":"https://www.sciencedirect.com/science/article/pii/S0969698917307877?via%3Dihub","pdf_url":null,"source":{"id":"https://openalex.org/S4306401118","display_name":"Scholarworks@UNIST (Ulsan National Institute of Science and Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I48566637","host_organization_name":"Ulsan National Institute of Science and Technology","host_organization_lineage":["https://openalex.org/I48566637"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"ARTICLE"}],"best_oa_location":{"id":"doi:10.1016/j.jretconser.2018.07.021","doi":"https://doi.org/10.1016/j.jretconser.2018.07.021","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2018.07.021","pdf_url":"https://www.sciencedirect.com/science/article/pii/S0969698917307877/pdf","source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.49000000953674316,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"study_designs":[],"awards":[{"id":"https://openalex.org/G2239427324","display_name":null,"funder_award_id":"2018R1D1A1B07050531","funder_id":"https://openalex.org/F4320322120","funder_display_name":"National Research Foundation of Korea"},{"id":"https://openalex.org/G5698303738","display_name":null,"funder_award_id":"No. 20184010201680","funder_id":"https://openalex.org/F4320335199","funder_display_name":"Korea Institute of Energy Technology Evaluation and Planning"},{"id":"https://openalex.org/G8399023541","display_name":null,"funder_award_id":"20184010201680","funder_id":"https://openalex.org/F4320335199","funder_display_name":"Korea Institute of Energy Technology Evaluation and Planning"}],"funders":[{"id":"https://openalex.org/F4320320671","display_name":"National Research Foundation","ror":"https://ror.org/05s0g1g46"},{"id":"https://openalex.org/F4320322120","display_name":"National Research Foundation of Korea","ror":"https://ror.org/013aysd81"},{"id":"https://openalex.org/F4320335199","display_name":"Korea Institute of Energy Technology Evaluation and Planning","ror":"https://ror.org/02zq38y32"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2889618046.pdf","grobid_xml":"https://content.openalex.org/works/W2889618046.grobid-xml"},"referenced_works_count":82,"referenced_works":["https://openalex.org/W83172606","https://openalex.org/W114379268","https://openalex.org/W206920386","https://openalex.org/W411875839","https://openalex.org/W571730768","https://openalex.org/W583583424","https://openalex.org/W651201437","https://openalex.org/W1540492331","https://openalex.org/W1596119009","https://openalex.org/W1607573915","https://openalex.org/W1689771227","https://openalex.org/W1968626930","https://openalex.org/W1970836611","https://openalex.org/W1971974268","https://openalex.org/W1978327708","https://openalex.org/W1986299697","https://openalex.org/W1989549732","https://openalex.org/W1990100773","https://openalex.org/W1993507253","https://openalex.org/W2004011849","https://openalex.org/W2012469337","https://openalex.org/W2013502477","https://openalex.org/W2015847414","https://openalex.org/W2017198514","https://openalex.org/W2024934219","https://openalex.org/W2025962093","https://openalex.org/W2028878459","https://openalex.org/W2030828723","https://openalex.org/W2033905432","https://openalex.org/W2034212418","https://openalex.org/W2038125955","https://openalex.org/W2041527120","https://openalex.org/W2057305875","https://openalex.org/W2058787488","https://openalex.org/W2059702009","https://openalex.org/W2067137695","https://openalex.org/W2068873838","https://openalex.org/W2072316373","https://openalex.org/W2073636199","https://openalex.org/W2077595013","https://openalex.org/W2084313508","https://openalex.org/W2084486980","https://openalex.org/W2098579733","https://openalex.org/W2112158381","https://openalex.org/W2115636039","https://openalex.org/W2117356399","https://openalex.org/W2117842718","https://openalex.org/W2125947125","https://openalex.org/W2126098905","https://openalex.org/W2128378281","https://openalex.org/W2128981136","https://openalex.org/W2133880275","https://openalex.org/W2145925787","https://openalex.org/W2153303381","https://openalex.org/W2157063405","https://openalex.org/W2159765281","https://openalex.org/W2160783530","https://openalex.org/W2162105929","https://openalex.org/W2163290544","https://openalex.org/W2168103356","https://openalex.org/W2181531483","https://openalex.org/W2182060551","https://openalex.org/W2187698526","https://openalex.org/W2198911021","https://openalex.org/W2218777864","https://openalex.org/W2540108128","https://openalex.org/W2606383066","https://openalex.org/W2626239712","https://openalex.org/W2743775006","https://openalex.org/W2747509594","https://openalex.org/W2755811824","https://openalex.org/W2757363806","https://openalex.org/W2770733365","https://openalex.org/W2772452442","https://openalex.org/W2786046362","https://openalex.org/W2786542897","https://openalex.org/W2793289053","https://openalex.org/W2794222406","https://openalex.org/W2993625946","https://openalex.org/W4285719527","https://openalex.org/W6685917593","https://openalex.org/W6686099698"],"related_works":["https://openalex.org/W7065230910","https://openalex.org/W2503071889","https://openalex.org/W2098579733","https://openalex.org/W2322695717","https://openalex.org/W3165816337","https://openalex.org/W2332317545","https://openalex.org/W7055731313","https://openalex.org/W2073636199","https://openalex.org/W4399713245","https://openalex.org/W3107331297"],"abstract_inverted_index":{"Experience-centric":[0],"service":[1,7,196],"(ExS)":[2],"is":[3,39,74,114,144],"a":[4,30,52,65,75,171,193],"type":[5],"of":[6,82,124,174,178],"through":[8],"which":[9],"customers":[10],"experience":[11,35,83,106,155,200],"emotionally":[12],"appealing":[13],"events":[14],"and":[15,70,95,103,118,143,153,180],"activities":[16],"that":[17,25],"result":[18],"in":[19,33,46,85,101,110,116,151,198],"distinctive":[20],"memory.":[21],"The":[22,72,112,129],"literature":[23,139],"argues":[24],"ExS":[26,61,86,125,138,160,179],"design":[27,197],"should":[28],"be":[29],"research":[31],"priority":[32],"this":[34,199],"economy,":[36],"yet":[37],"little":[38],"known":[40],"on":[41],"how":[42,120],"to":[43,147,165],"articulate":[44],"ExSs":[45,150],"their":[47],"design.":[48,71,187],"This":[49,188],"paper":[50],"proposes":[51],"tool":[53,73,113,130,189],"called":[54],"Experience":[55],"Design":[56],"Board":[57],"for":[58,67,184,195],"visualizing":[59,158],"an":[60,159,185],"delivery":[62,161],"process":[63,162],"as":[64,192],"basis":[66,194],"its":[68,141],"analysis":[69],"matrix-shaped":[76],"board":[77],"where":[78],"the":[79,104,121,136,167,175],"key":[80,122],"factors":[81,123],"creation":[84],"(namely,":[87],"servicescape,":[88],"frontstage":[89],"employees,":[90,94],"other":[91],"customers,":[92],"backstage":[93],"technology":[96],"support":[97],"systems)":[98],"are":[99,108],"represented":[100],"rows,":[102],"customer":[105,127],"phases":[107],"placed":[109],"columns.":[111],"useful":[115],"analyzing":[117],"designing":[119],"create":[126],"experience.":[128],"integrates":[131],"several":[132],"work":[133],"streams":[134],"within":[135],"evolving":[137],"into":[140],"structure":[142],"generic":[145],"enough":[146],"accommodate":[148],"various":[149],"physical":[152],"digital":[154],"contexts.":[156],"By":[157],"from":[163],"beginning":[164],"end,":[166],"designer":[168],"can":[169,181],"obtain":[170],"systematic":[172],"understanding":[173],"essential":[176],"attributes":[177],"use":[182],"it":[183],"effective":[186],"would":[190],"serve":[191],"economy.":[201]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":8},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2018-09-27T00:00:00"}