{"id":"https://openalex.org/W4366598910","doi":"https://doi.org/10.3390/systems11040206","title":"Exploiting Service Design in Service Quality: Escorting the Customer\u2019s Experiential Value in the Journey of a Star-Rated Hotel","display_name":"Exploiting Service Design in Service Quality: Escorting the Customer\u2019s Experiential Value in the Journey of a Star-Rated Hotel","publication_year":2023,"publication_date":"2023-04-19","ids":{"openalex":"https://openalex.org/W4366598910","doi":"https://doi.org/10.3390/systems11040206"},"language":"en","primary_location":{"id":"doi:10.3390/systems11040206","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems11040206","pdf_url":"https://www.mdpi.com/2079-8954/11/4/206/pdf?version=1681892244","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2079-8954/11/4/206/pdf?version=1681892244","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5047446284","display_name":"Tsen-Yao Chang","orcid":null},"institutions":[{"id":"https://openalex.org/I75357094","display_name":"National Yunlin University of Science and Technology","ror":"https://ror.org/04qkq2m54","country_code":"TW","type":"education","lineage":["https://openalex.org/I75357094"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Tsen-Yao Chang","raw_affiliation_strings":["Department of Creative Design, National Yunlin University of Science and Technology, Douliou, Yunlin 64002, Taiwan"],"raw_orcid":"https://orcid.org/0000-0002-4788-2675","affiliations":[{"raw_affiliation_string":"Department of Creative Design, National Yunlin University of Science and Technology, Douliou, Yunlin 64002, Taiwan","institution_ids":["https://openalex.org/I75357094"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5015537294","display_name":"Yu-Chieh Chiu","orcid":null},"institutions":[{"id":"https://openalex.org/I75357094","display_name":"National Yunlin University of Science and Technology","ror":"https://ror.org/04qkq2m54","country_code":"TW","type":"education","lineage":["https://openalex.org/I75357094"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yu-Chieh Chiu","raw_affiliation_strings":["Graduate School of Design, National Yunlin University of Science and Technology, Douliou, Yunlin 64002, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Graduate School of Design, National Yunlin University of Science and Technology, Douliou, Yunlin 64002, Taiwan","institution_ids":["https://openalex.org/I75357094"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5047446284"],"corresponding_institution_ids":["https://openalex.org/I75357094"],"apc_list":{"value":1600,"currency":"CHF","value_usd":1732},"apc_paid":{"value":1600,"currency":"CHF","value_usd":1732},"fwci":3.045,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.90837979,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"11","issue":"4","first_page":"206","last_page":"206"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9973000288009644,"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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9954000115394592,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6714082956314087},{"id":"https://openalex.org/keywords/kano-model","display_name":"Kano model","score":0.5645610690116882},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5526113510131836},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5263351798057556},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.5031391978263855},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4933303892612457},{"id":"https://openalex.org/keywords/experiential-learning","display_name":"Experiential learning","score":0.47510918974876404},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.43586915731430054},{"id":"https://openalex.org/keywords/star","display_name":"Star (game theory)","score":0.43361395597457886},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.4335186183452606},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.4111815392971039},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.38301753997802734},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.273543119430542},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.11222553253173828}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6714082956314087},{"id":"https://openalex.org/C33516993","wikidata":"https://www.wikidata.org/wiki/Q1068173","display_name":"Kano model","level":4,"score":0.5645610690116882},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5526113510131836},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5263351798057556},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5031391978263855},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4933303892612457},{"id":"https://openalex.org/C37228920","wikidata":"https://www.wikidata.org/wiki/Q1307600","display_name":"Experiential learning","level":2,"score":0.47510918974876404},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.43586915731430054},{"id":"https://openalex.org/C2780897414","wikidata":"https://www.wikidata.org/wiki/Q7600592","display_name":"Star (game theory)","level":2,"score":0.43361395597457886},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4335186183452606},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4111815392971039},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.38301753997802734},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.273543119430542},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.11222553253173828},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C134306372","wikidata":"https://www.wikidata.org/wiki/Q7754","display_name":"Mathematical analysis","level":1,"score":0.0},{"id":"https://openalex.org/C145420912","wikidata":"https://www.wikidata.org/wiki/Q853077","display_name":"Mathematics education","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.3390/systems11040206","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems11040206","pdf_url":"https://www.mdpi.com/2079-8954/11/4/206/pdf?version=1681892244","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:64ba0b905fb44ca8a8790192c76bcf07","is_oa":true,"landing_page_url":"https://doaj.org/article/64ba0b905fb44ca8a8790192c76bcf07","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Systems, Vol 11, Iss 4, p 206 (2023)","raw_type":"article"},{"id":"pmh:oai:mdpi.com:/2079-8954/11/4/206/","is_oa":true,"landing_page_url":"https://dx.doi.org/10.3390/systems11040206","pdf_url":null,"source":{"id":"https://openalex.org/S4306400947","display_name":"MDPI (MDPI AG)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210097602","host_organization_name":"Multidisciplinary Digital Publishing Institute (Switzerland)","host_organization_lineage":["https://openalex.org/I4210097602"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Systems","raw_type":"Text"}],"best_oa_location":{"id":"doi:10.3390/systems11040206","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems11040206","pdf_url":"https://www.mdpi.com/2079-8954/11/4/206/pdf?version=1681892244","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.5699999928474426,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4366598910.pdf"},"referenced_works_count":54,"referenced_works":["https://openalex.org/W62454032","https://openalex.org/W152375512","https://openalex.org/W170864015","https://openalex.org/W1552319595","https://openalex.org/W1585155070","https://openalex.org/W1971588755","https://openalex.org/W1971802147","https://openalex.org/W1983364918","https://openalex.org/W1991717792","https://openalex.org/W2006002219","https://openalex.org/W2017556440","https://openalex.org/W2034212418","https://openalex.org/W2046329363","https://openalex.org/W2078240955","https://openalex.org/W2083029387","https://openalex.org/W2097792829","https://openalex.org/W2124829377","https://openalex.org/W2128847913","https://openalex.org/W2155027979","https://openalex.org/W2156421181","https://openalex.org/W2166679854","https://openalex.org/W2185894629","https://openalex.org/W2272971360","https://openalex.org/W2515328003","https://openalex.org/W2578634465","https://openalex.org/W2618058357","https://openalex.org/W2752105767","https://openalex.org/W2771083927","https://openalex.org/W2778996712","https://openalex.org/W2901186842","https://openalex.org/W2923469844","https://openalex.org/W2938825866","https://openalex.org/W2960738664","https://openalex.org/W2968957720","https://openalex.org/W2982669995","https://openalex.org/W2987229510","https://openalex.org/W2991326444","https://openalex.org/W3028093439","https://openalex.org/W3034156679","https://openalex.org/W3132941532","https://openalex.org/W3151673246","https://openalex.org/W3176027744","https://openalex.org/W3182472044","https://openalex.org/W4205981594","https://openalex.org/W4221075182","https://openalex.org/W4249135598","https://openalex.org/W4254394499","https://openalex.org/W4292448944","https://openalex.org/W6602495852","https://openalex.org/W6617230117","https://openalex.org/W6635101376","https://openalex.org/W6686170808","https://openalex.org/W6783850410","https://openalex.org/W6793153093"],"related_works":["https://openalex.org/W2075467564","https://openalex.org/W2301887030","https://openalex.org/W3197868623","https://openalex.org/W2114058253","https://openalex.org/W2181754809","https://openalex.org/W2123675780","https://openalex.org/W2715808470","https://openalex.org/W2567685860","https://openalex.org/W2938487970","https://openalex.org/W2048859909"],"abstract_inverted_index":{"The":[0,107],"present":[1],"research":[2,109,157],"presented":[3],"a":[4,17,41,161],"novel":[5],"model":[6],"for":[7,115,155,165],"incorporating":[8],"service":[9,52,57,62,64,81,123,145,168],"design":[10,65,113,169],"to":[11,31,78,137,141,151],"create":[12],"guest":[13],"experiential":[14],"value.":[15],"Taking":[16],"star":[18],"hotel":[19,36,117,167],"in":[20,84,89,119,173],"Taiwan":[21],"as":[22,160],"an":[23],"example,":[24],"this":[25],"study":[26],"used":[27],"the":[28,50,56,70,90,95,100,116,122,153,174],"KJ":[29],"method":[30],"classify":[32],"online":[33],"reviews":[34],"about":[35],"services":[37],"and":[38,59,103,125,158,163,171],"then":[39,76,133],"created":[40],"customer":[42],"journey":[43],"map":[44],"(CJM)":[45],"through":[46],"participant":[47],"observation":[48],"of":[49,94,99,105,121,128],"entire":[51],"process.":[53],"By":[54],"deconstructing":[55],"process":[58],"identifying":[60],"key":[61],"touchpoints,":[63],"ideas":[66],"were":[67],"incorporated":[68],"into":[69],"CJM.":[71],"A":[72],"Kano":[73],"questionnaire":[74],"was":[75],"adopted":[77],"accommodate":[79],"38":[80],"scape":[82],"attributes":[83],"4":[85],"segments:":[86],"1":[87],"attribute":[88],"maintenance":[91],"area,":[92,97,102],"10":[93],"high-priority":[96],"11":[98],"low-priority":[101],"16":[104],"differentiation.":[106],"overall":[108],"results":[110],"propose":[111],"experience":[112,146],"strategies":[114,170],"industry":[118],"terms":[120],"content":[124],"operation":[126],"processes":[127],"star-rated":[129],"hotels,":[130],"which":[131],"can":[132],"be":[134,152],"adjusted":[135],"according":[136],"their":[138,143],"operating":[139],"conditions":[140],"construct":[142],"unique":[144],"content.":[147],"This":[148],"is":[149],"expected":[150],"basis":[154,162],"subsequent":[156],"serve":[159],"reference":[164],"improving":[166],"competitiveness":[172],"future.":[175]},"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":1}],"updated_date":"2026-05-06T08:25:59.206177","created_date":"2025-10-10T00:00:00"}
