Purpose. For the last few decades, the service industry has been affected by a growing em- phasis on the need to make the customer experience memorable and multisensory through the use of captivating atmospheres and interactive spaces. This is the essence of the concept store. This paper addresses the question: does the “formula” of the concept store determine a real improvement in the quality of the service? Methodology. Two specific surveys were carried out on a sample of 10 concept stores. The first survey, based on an inductive approach, was realized through the use of an analysis form containing the descriptions of the analysed dimensions and the specific values according to the Likert scale model. The second survey analysed user-generated content extracted from Tripadvisor. Findings. The study’s main finding highlights how the concept store “formula” affects (in- creases or decreases) service quality. Practical implications. This study allows the simultaneous consideration of multiple aspects of concept stores and service quality that usually are analysed separately. Originality/value. This research analyses of a field of study in a way that is not widely taken into consideration.

Concept Store and Service Quality: Real or Fake Increase? / Dettori A., Caboni F., Giudici E.. - ELETTRONICO. - (2018), pp. 271-296. (Intervento presentato al convegno 21th International Conference EISIC tenutosi a Paris nel 30-31 Agosto 2018).

Concept Store and Service Quality: Real or Fake Increase?

Caboni F.;
2018

Abstract

Purpose. For the last few decades, the service industry has been affected by a growing em- phasis on the need to make the customer experience memorable and multisensory through the use of captivating atmospheres and interactive spaces. This is the essence of the concept store. This paper addresses the question: does the “formula” of the concept store determine a real improvement in the quality of the service? Methodology. Two specific surveys were carried out on a sample of 10 concept stores. The first survey, based on an inductive approach, was realized through the use of an analysis form containing the descriptions of the analysed dimensions and the specific values according to the Likert scale model. The second survey analysed user-generated content extracted from Tripadvisor. Findings. The study’s main finding highlights how the concept store “formula” affects (in- creases or decreases) service quality. Practical implications. This study allows the simultaneous consideration of multiple aspects of concept stores and service quality that usually are analysed separately. Originality/value. This research analyses of a field of study in a way that is not widely taken into consideration.
2018
Excellence in services
271
296
Concept Store and Service Quality: Real or Fake Increase? / Dettori A., Caboni F., Giudici E.. - ELETTRONICO. - (2018), pp. 271-296. (Intervento presentato al convegno 21th International Conference EISIC tenutosi a Paris nel 30-31 Agosto 2018).
Dettori A., Caboni F., Giudici E.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11585/920899
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