As the world increasingly becomes characterized by the provision of services to customers, service research faces many challenges and needs a new vision. Many of these challenges stem from the fact that technologies are continually experiencing dramatic change, and savvy customers are increasingly demanding more qualified services. Although research and experiential findings on services in many disciplines have achieved impressive results, systematic research on modern services systems is rarely considered. Aiming at services systems (not only services themselves), this paper discusses the contributions and the potentials for the field of systems theory for Services Science, Management and Engineering (SSME). Thus, SSME can provide suitable referential clues for discussing impacts of systems theory on services research, and systemic thinking can be applied to discuss key issues in SSME. Providing basic definitions of services and services systems, this paper elaborates on the research objects and methodologies of SSME from systems perspective, and proposes that systems theory can be applied as the foundations of services engineering. This paper further sheds light on systemic issues in services science and engineering, services operations, and services systems management. It also provides a summary of relevant theories and tools applied to services systems at the systems level. Finally, some potential prospects in SSME research are presented to meet research demands and practical challenges.

Systemic Thinking on Services Science, Management and Engineering: Applications and Challenges in Services Systems Research

Immersive experiences in digital exhibitions: The application and extension of the service theater model

Resort hotels have sprung up all over China in recent years providing customers with pleasurable and memorable experiences. The challenge to creating these consumer experiences is the proper identification of specific characteristics that influence experiences and gaining better understanding of how these experiences impact customers’ perceptions, emotions and behavior. To this end, this study intends to develop a model that identifies antecedents and consequences of consumer experiences in Chinese resort hotels. To facilitate this research objective, a model was presented which propose that advertising efforts and service performance of resort hotels are antecedents of consumer experiences whereas customers’ perceived value, consumption emotions, satisfaction and behavioral intentions are its consequences. This proposed holistic model of customer experience includes 11 hypotheses and is based on Stimulus – Organism – Response (S-O-R) model, Information Theory and Services Theatre Model. A scale was also developed to operationalize the construct of service performance. To initiate this research, a survey approach was taken. A total of 1570 questionnaires were distributed within 11 resort hotels across 5 cities in China and 900 of them were returned back. Partial least squares based structural equation modelling (PLS-SEM) was used to analyse the collected data. Overall, the results indicated that the proposed holistic model of customer experience is a parsimonious model with good predictive ability. The results also show that collected data fits the proposed model well with a support for all the 11 proposed hypotheses. Given that the experience of customers at resort hotel plays a significant role in affecting their emotions, perceptions and behavior, resort hotels need not only to put efforts into improving their service performance and advertising efforts, but also to understand and carefully manage the overall resort hotel experience. Overall, this study proposed and tested a holistic model of customer experience which does not only have a theoretical significance but also enhances understanding of customer experiences in resort hotels, their antecedents and consequences.

A study on holistic customer experience in China’s related hotel and resorts

Applying business theatre can not only make a contribution in the context of change management, learning and development processes in companies, but also in the new service development (NSD) process The authors show how business theatre can be applied in each step of NSD and present insights that they gained from a students’ and a research project As service theatre addresses the “emotional side”, it is an ideal complement to a systematic NSD approach that addresses the “rational side” of a service

Applications of Business Theatre in New Service Development

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Applications of Business Theatre in New Service Development