Delivering integrated and customised service experiences within a heterogeneous cultural organisation

Research output: Contribution to conferenceAbstract

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).

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public service
services
Service experience
Intangibles
Tourist experience
Integrated
Public services
consumption

Keywords

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

Cite this

@conference{4bb1ee63bbac4d809cf415f3475dcb87,
title = "Delivering integrated and customised service experiences within a heterogeneous cultural organisation",
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).",
keywords = "ancestral tourism, customised service, tourism industry, Scotland, Glasgow, Scottish diaspora, heritage tourism",
author = "Jane Johnstone and Matthew Alexander and Derek Bryce",
note = "Published in SERVIG Conference Proceedings 2018, Opportunities for Services in a Challenging World, 14-16 June 2018, Paris. ISBN: 9782951660632.; 10th SERVSIG Conference : Opportunities for Services in a Challenging World ; Conference date: 14-06-2018 Through 16-06-2018",
year = "2018",
month = "6",
day = "14",
language = "English",
pages = "364--368",
url = "https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/",

}

Delivering integrated and customised service experiences within a heterogeneous cultural organisation. / Johnstone, Jane; Alexander, Matthew; Bryce, Derek.

2018. 364-368 Abstract from 10th SERVSIG Conference, Paris, France.

Research output: Contribution to conferenceAbstract

TY - CONF

T1 - Delivering integrated and customised service experiences within a heterogeneous cultural organisation

AU - Johnstone, Jane

AU - Alexander, Matthew

AU - Bryce, Derek

N1 - Published in SERVIG Conference Proceedings 2018, Opportunities for Services in a Challenging World, 14-16 June 2018, Paris. ISBN: 9782951660632.

PY - 2018/6/14

Y1 - 2018/6/14

N2 - 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).

AB - 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).

KW - ancestral tourism

KW - customised service

KW - tourism industry

KW - Scotland

KW - Glasgow

KW - Scottish diaspora

KW - heritage tourism

M3 - Abstract

SP - 364

EP - 368

ER -