This article aims at providing a theoretical framework for the practice of experience design in
tourism drawing from a comprehensive review of literature from different disciplines relevant …

This paper offers insights regarding an agenda for service operations management (SOM)
research. First, we motivate the need for an SOM research agenda. Second, we offer a …

This study investigates the impact of the Chinese government's Level I emergency response
policy on manufacturers' stock market values. We empirically examine the roles of human …

Service organizations are increasingly managing customer experiences to promote
differentiation and customer loyalty. This article examines the design of experience-centric …

As technology innovation rapidly changes service experiences, service designers need to
leverage technology and orchestrate complex service systems to create innovative services …

Experience design, an approach to create emotional connection with guests or customers
through careful planning of tangible and intangible service elements, has gained popularity …

Purpose The purpose of this paper is to provide a typology of customer delight in the hotel
industry. By doing so, it identifies patterns by which hotels delight their guests. The paper …

Operations management (OM) and human resources management (HRM) historically have
been very separate fields. In practice, operations managers and human resource managers …

Online reviews have become a significant information source for customers in decision-
making. Such reviews are particularly important to firms like Airbnb as consumers have …

Advances in Internet technologies have led to the popularity of technology-based self-
services, with the design of such services becoming increasingly important. Using …