Publication:
Theory of Service: The User Perspective

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dc.contributor.authorRoberts, Chris
dc.contributor.authorYoung, Lisa
dc.contributor.authorJohanson, Misty M.
dc.contributor.authorDolasinski, Mary Jo
dc.contributor.departmentDePaul University
dc.contributor.departmentDePaul University
dc.contributor.departmentDePaul University
dc.contributor.departmentDePaul University
dc.date2024-03-13T20:30:40.000
dc.date.accessioned2024-04-26T19:55:47Z
dc.date.available2024-02-28T00:00:00Z
dc.description.abstractFor development of the theory of service, the focus was on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. The theory began with the observed differences in different service settings, the emergence of technology and defining the service experience across multiple sectors. Further consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. Implications for industry application are discussed.
dc.description.sponsorshipThe authors wish to acknowledge Dr. Thomas Maier of the University of San Francisco for his contributions to this paper.
dc.identifier.doihttps://doi.org/10.7275/jqe7-wr49
dc.identifier.urihttps://hdl.handle.net/20.500.14394/39419
dc.relation.urlhttps://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1031&context=palat&unstamped=1
dc.source.statuspublished
dc.subjectHospitality Tourism
dc.subjectUser experience
dc.subjectservice
dc.subjectcustomer satisfaction
dc.subjectservice transaction
dc.titleTheory of Service: The User Perspective
dc.title.alternativeTheory of Service
dc.typearticle
dc.typearticle
digcom.contributor.authorisAuthorOfPublication|email:crober31@depaul.edu|institution:DePaul University|Roberts, Chris
digcom.contributor.authorisAuthorOfPublication|email:lisa.young@depaul.edu|institution:DePaul University|Young, Lisa
digcom.contributor.authorisAuthorOfPublication|email:mjohans1@depaul.edu|institution:DePaul University|Johanson, Misty M.
digcom.contributor.authorisAuthorOfPublication|email:mdolasin@depaul.edu|institution:DePaul University|Dolasinski, Mary Jo
digcom.date.embargo2024-02-28T00:00:00-08:00
digcom.identifierpalat/vol6/iss1/1
digcom.identifier.contextkey36715945
digcom.identifier.submissionpathpalat/vol6/iss1/1
dspace.entity.typePublication
relation.isAuthorOfPublicatione0f6e831-e344-4fd4-8ba1-2d7718cd0df6
relation.isAuthorOfPublication.latestForDiscoverye0f6e831-e344-4fd4-8ba1-2d7718cd0df6
relation.isJournalIssueOfPublicatione76116cf-53d3-45a5-ab9c-8c3844c30110
relation.isJournalIssueOfPublication.latestForDiscoverye76116cf-53d3-45a5-ab9c-8c3844c30110
relation.isJournalOfPublication7f2df704-78c7-4a37-a15c-4cdefbaa030a
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