{"id":"https://openalex.org/W4252007752","doi":"https://doi.org/10.1016/s0272-6963(04)00081-6","title":"Toward an integrative approach to designing service experiencesLessons learned from the theatre","display_name":"Toward an integrative approach to designing service experiencesLessons learned from the theatre","publication_year":2004,"publication_date":"2004-12-01","ids":{"openalex":"https://openalex.org/W4252007752","doi":"https://doi.org/10.1016/s0272-6963(04)00081-6"},"language":"en","primary_location":{"id":"doi:10.1016/s0272-6963(04)00081-6","doi":"https://doi.org/10.1016/s0272-6963(04)00081-6","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0272-6963(04)00081-6","pdf_url":null,"source":{"id":"https://openalex.org/S142306484","display_name":"Journal of Operations Management","issn_l":"0272-6963","issn":["0272-6963","1873-1317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","fnege-1-star","ft50","jufo-3","norway-2","poland-200","russia-white-list-1","utd24","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Operations Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5084570843","display_name":"F. Ian Stuart","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I212119943","display_name":"University of Victoria","ror":"https://ror.org/04s5mat29","country_code":"CA","type":"education","lineage":["https://openalex.org/I212119943"]}],"countries":["CA"],"is_corresponding":true,"raw_author_name":"F STUART","raw_affiliation_strings":["Faculty of Business, University of Victoria, P.O. Box 1700, Victoria, BC, Canada V8W 2Y2"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business, University of Victoria, P.O. Box 1700, Victoria, BC, Canada V8W 2Y2","institution_ids":["https://openalex.org/I212119943"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080542098","display_name":"Stephen S. Tax","orcid":"https://orcid.org/0000-0002-3736-230X","observed_orcids":["https://orcid.org/0000-0002-3736-230X"]},"institutions":[{"id":"https://openalex.org/I212119943","display_name":"University of Victoria","ror":"https://ror.org/04s5mat29","country_code":"CA","type":"education","lineage":["https://openalex.org/I212119943"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"S TAX","raw_affiliation_strings":["Faculty of Business, University of Victoria, P.O. Box 1700, Victoria, BC, Canada V8W 2Y2"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business, University of Victoria, P.O. Box 1700, Victoria, BC, Canada V8W 2Y2","institution_ids":["https://openalex.org/I212119943"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5084570843"],"corresponding_institution_ids":["https://openalex.org/I212119943"],"apc_list":{"value":3520,"currency":"USD","value_usd":3520},"apc_paid":null,"fwci":2.4741,"has_fulltext":false,"cited_by_count":57,"citation_normalized_percentile":{"value":0.93591069,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"22","issue":"6","first_page":"609","last_page":"627"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.8109999895095825,"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":0.8109999895095825,"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":0.17440000176429749,"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"}},{"id":"https://openalex.org/T11391","display_name":"Theatre and Performance Studies","score":0.00570000009611249,"subfield":{"id":"https://openalex.org/subfields/1213","display_name":"Visual Arts and Performing Arts"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-design","display_name":"service design","score":0.7630000114440918},{"id":"https://openalex.org/keywords/memorable-customer-experience","display_name":"memorable customer experience","score":0.6830000281333923},{"id":"https://openalex.org/keywords/customer-delight","display_name":"customer delight","score":0.8769999742507935},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9940000176429749},{"id":"https://openalex.org/keywords/management-process-model","display_name":"management process model","score":0.753000020980835},{"id":"https://openalex.org/keywords/integrated-approach","display_name":"integrated approach","score":0.41100001335144043}],"concepts":[{"id":"https://openalex.org/C2777352838","wikidata":"https://www.wikidata.org/wiki/Q5419420","display_name":"Excellence","level":2,"score":0.7356263995170593},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.63511723279953},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.5771884322166443},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5472714900970459},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5343538522720337},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5126951932907104},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5094988942146301},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4833769202232361},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47104716300964355},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4594572186470032},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4382167160511017},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.43136218190193176},{"id":"https://openalex.org/C2780795282","wikidata":"https://www.wikidata.org/wiki/Q1221094","display_name":"Services marketing","level":3,"score":0.42278993129730225},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38875240087509155},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3781733512878418},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.21071112155914307},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0807732343673706},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/s0272-6963(04)00081-6","doi":"https://doi.org/10.1016/s0272-6963(04)00081-6","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0272-6963(04)00081-6","pdf_url":null,"source":{"id":"https://openalex.org/S142306484","display_name":"Journal of Operations Management","issn_l":"0272-6963","issn":["0272-6963","1873-1317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","fnege-1-star","ft50","jufo-3","norway-2","poland-200","russia-white-list-1","utd24","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Operations Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2039234219","https://openalex.org/W4248137376","https://openalex.org/W2011985577","https://openalex.org/W66996775","https://openalex.org/W7055739338","https://openalex.org/W2098579733","https://openalex.org/W2102456622","https://openalex.org/W850883948","https://openalex.org/W1568545348","https://openalex.org/W3038880264"],"abstract_inverted_index":{"A":[0],"critical":[1,86],"element":[2],"in":[3],"designing":[4],"a":[5,74,104,119],"new":[6,131],"service":[7,132,135],"and":[8,13,56,91,118,127,134],"ultimately":[9],"achieving":[10],"customer":[11],"delight":[12],"loyalty,":[14],"particularly":[15],"for":[16,76,94,130],"competitive":[17],"services":[18,37],"where":[19],"the":[20,28,47,59,85,92,109],"customer\u2013service":[21],"provider":[22],"interface":[23],"is":[24,67,113,124],"high,":[25],"deals":[26],"with":[27,58],"delivery":[29,136],"of":[30,41,61,79,83,88],"memorable":[31],"personal":[32],"experience.":[33],"Since":[34],"many":[35],"such":[36],"rely":[38],"on":[39,96],"attributes":[40],"theatre-like":[42],"performance,":[43],"this":[44],"research":[45,107],"examines":[46],"process":[48,112,122],"by":[49],"which":[50],"theatre":[51,110],"plays":[52,70],"are":[53,116,138],"chosen,":[54],"designed":[55],"developed":[57],"objective":[60],"better":[62],"understanding":[63],"how":[64],"performance":[65,89,101],"excellence":[66,137],"realized.":[68],"Theatre":[69],"were":[71],"chosen":[72],"as":[73],"basis":[75],"study":[77],"because":[78],"their":[80],"long":[81],"history":[82],"mastering":[84],"elements":[87],"staging":[90],"reputation":[93],"opening":[95],"time":[97],"at":[98],"near":[99],"peak":[100],"levels.":[102],"Using":[103],"case-based,":[105],"qualitative":[106],"approach,":[108],"play":[111],"described,":[114],"implications":[115,129],"extracted":[117],"corresponding":[120],"management":[121,128],"model":[123],"presented.":[125],"Research":[126],"design":[133],"suggested.":[139]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":6},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":4}],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2022-05-12T00:00:00"}
