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Design in the Experience Economy: Using Emotional Design for Service Innovation

Ahmad Beltagui et al.

Advances in International Marketing2012https://doi.org/10.1108/s1474-7979(2012)0000023009book-chapter
ABDC C
Weight
0.69

What the paper says

This chapter explores the relationship between emotional design and customer experience. It begins with an introduction to the concept of emotional design, comprising behavioral, visceral, and reflective elements. Next, the nature of service experiences is examined, leading to a framework that classifies services according to their functional and experiential positions. Understanding customer goals allows this framework to be used to design customer experiences, in terms of the journey that customers take when consuming a service. The chapter then discusses the cognitive traits associated with designers and argues that they are well suited to understanding the customer journey and designing the prerequisites for the desired experience. Two different approaches to understanding and acting on customer requirements are explored – user centered and design driven.

34 citations

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Cite this paper

https://doi.org/https://doi.org/10.1108/s1474-7979(2012)0000023009

Or copy a formatted citation

@article{ahmad2012,
  title        = {{Design in the Experience Economy: Using Emotional Design for Service Innovation}},
  author       = {Ahmad Beltagui et al.},
  journal      = {Advances in International Marketing},
  year         = {2012},
  doi          = {https://doi.org/https://doi.org/10.1108/s1474-7979(2012)0000023009},
}

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Evidence weight

0.69

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.90 × 0.4 = 0.36
M · momentum0.71 × 0.15 = 0.11
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.