Marketing and Design in the Service Sector
Enhancing the Customer Experience
- 248 pages
- English
- PDF
- Available on iOS & Android
Marketing and Design in the Service Sector
Enhancing the Customer Experience
About this book
Marketing and Design in the Service Sector: Enhancing the Customer Experience focuses on the new perspective of design in marketing within the service sector and how the space-scape and design-scape impacts on customer experience. The authors examine the most recent research to provide a new perspective on offline and online space in customer-oriented services, such as retail, healthcare, gyms, supermarkets, restaurants, cafes, hotels, leisure centres, airports, and banks.
The importance of the environment and the product design have been discussed by many researchers in the past as part of design-scape. However, the COVID-19 pandemic brought unprecedented changes to the service industry. As a result, the product design, delivery design and setting of the sector faced a holistic change. The service sector constantly tries to provide customers with comfort, and, in the process, we witnessed many innovative ways to meet the demand, including, for instance, contactless delivery, or robots for delivery, in the healthcare industry. The travel and tourism industry also started attracting attention for significant innovations in terms of designing spaces through introducing space-scape and providing a unique stress-free experience for their customers (e.g. silent airport) to enhance experience-scape.
The experiences gained from service digitalisation in a crisis also offer fruitful learning for digital innovation, transformation and service design and development. The authors provide a combination between theory and practice as well as relevant and fresh case studies that will prove invaluable to academicians and students with an interest in the Service Sector.
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Information
Table of contents
- Cover
- Marketing and Design in the Service Sector
- Marketing and Design in the Service Sector: Enhancing Customer Experience
- Copyright Page
- Dedication
- Contents
- List of Figures and Tables
- About the Editors
- About the Contributors
- Acknowledgements
- Introduction
- 1. The Role of Industrial Design in the Designscape Development Based on the Marketing and Customer Experience Design
- 2. Independent Coffee Shops and Cafes: Creating Unique Environments and Servicescapes
- 3. Intangible but Effective: The Role of Hotel Lobby Music Background on Customer Satisfaction
- 4. Hotel Design and Its Impact on the Customer's Booking Decision
- 5. Innovative Services, Processes and Product Design Crucial for Enhancing Customer Experience
- 6. Opportunities and Possibilities for Online Marketing Innovation
- 7. Virtual Design in the Digital Age – Reshaping Hospitality Landscape
- 8. Tourist Experience in Digital Detox Tourism
- 9. Customer Experience Design in Sportswear Retail Stores
- 10. Applying the Strategic Model of Customer Experience in the Field of Sports: The Customer Experience Model in Sports and ...
- 11. How Marketing and Design can Enhance Customer Experience in Hospitality by Meeting Their Evolving Needs
- Index