Delivering integrated and customised service experiences within a heterogeneous cultural organisation

Jane Johnstone; Matthew Alexander; Derek Bryce

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 language	English
Pages	364-368
Number of pages	5
Publication status	Published - 14 Jun 2018
Event	10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France Duration: 14 Jun 2018 → 16 Jun 2018 https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/

Conference

Conference	10th SERVSIG Conference
Country/Territory	France
City	Paris
Period	14/06/18 → 16/06/18
Internet address	https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/

Keywords

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

Access to Document

Johnstone-etal-SERVIG-2018-Delivering-integrated-and-customised-service-experiences-within-a-heterogeneous-cultural-organisationFinal published version, 2.21 MBLicence: CC BY-NC-ND 4.0

Cite this

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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{\textquoteright} 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",

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url = "https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/",

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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).

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KW - customised service

KW - tourism industry

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KW - Scottish diaspora

KW - heritage tourism

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