Prof. Chriss Voss and Leonieke Zomerdijk published this review on innovations in Experiential Service from London Business School. They introduced the concept of Experiential Service, where services focus on fulfilling customer's experiential needs rather than carrying out service transactions in the traditional definition. The interesting bit is the five areas they point out as having important impacts on customer experience: physical environment, service employees, service delivery process, fellow customers and back office support.
I am thinking of how to build this into Schmitt's Customer Experience Management Model... and also how it might work with the whole 'sensing, feeling, thinking, acting and relating' themes from Experiential Marketing... mmm...
