Delivering integrated and customised service experiences within a heterogeneous cultural organisation

Research output: Contribution to conferenceAbstract

15 Downloads (Pure)

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).
Original languageEnglish
Pages364-368
Number of pages5
Publication statusPublished - 14 Jun 2018
Event10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France
Duration: 14 Jun 201816 Jun 2018
https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/

Conference

Conference10th SERVSIG Conference
CountryFrance
CityParis
Period14/06/1816/06/18
Internet address

Keywords

  • ancestral tourism
  • customised service
  • tourism industry
  • Scotland
  • Glasgow
  • Scottish diaspora
  • heritage tourism

Cite this