Delivering integrated and customised service experiences within a heterogeneous cultural organisation
Johnstone, Jane and Alexander, Matthew and Bryce, Derek (2018) Delivering integrated and customised service experiences within a heterogeneous cultural organisation. In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.
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Abstract
This investigation explores challenges in providing integrated and customised services across a heterogeneous cultural organisation. It contributes to contemporary research which increasingly looks at service experience in a number of contexts including public services (McColl-Kennedy, Janet R. Gustafsson et al., 2015), and emphasises the complexity of customer journeys (Lemon & Verhoef, 2016). This study also aligns with research that considers the heterogeneity of cultural consumption (Marschall, 2014; McCamley & Gilmore, 2017) and tourists’ experiences of intangible and tangible elements across a range of sites, some with connections of individual resonance (Poria & Ashworth, 2009; Poria, Butler, & Airey, 2004).
Creators(s): |
Johnstone, Jane ![]() ![]() ![]() | Item type: | Conference or Workshop Item(Other) |
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ID code: | 64539 |
Notes: | Published in SERVIG Conference Proceedings 2018, Opportunities for Services in a Challenging World, 14-16 June 2018, Paris. ISBN: 9782951660632. |
Keywords: | ancestral tourism, customised service, tourism industry, Scotland, Glasgow, Scottish diaspora, heritage tourism, Marketing. Distribution of products, Tourism, Leisure and Hospitality Management |
Subjects: | Social Sciences > Commerce > Marketing. Distribution of products |
Department: | Strathclyde Business School > Marketing |
Depositing user: | Pure Administrator |
Date deposited: | 20 Jun 2018 08:15 |
Last modified: | 20 Jan 2021 15:04 |
URI: | https://strathprints.strath.ac.uk/id/eprint/64539 |
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