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).

    Author(s):Johnstone, Jane ORCID logoORCID: https://orcid.org/0000-0002-5092-0820, Alexander, Matthew ORCID logoORCID: https://orcid.org/0000-0003-3770-8056 and Bryce, Derek ORCID logoORCID: https://orcid.org/0000-0002-9500-7306
    Item type:Conference or Workshop Item(Other)
    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:08 Jan 2020 20:37
    URI:https://strathprints.strath.ac.uk/id/eprint/64539
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