Session information

Oral Session

Service Experience

Sat. Sep 16, 2023 10:15 AM - 11:55 AM Room 2

Chair: Md Abul Kalam Siddike (Suntec)

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[O10-01] From Customer Service to Customer Experience

A framework to understand and holistically manage experiences

*David Marutschke¹ (1. Osaka University of Economics)

[O10-02] Defining Memorable Service Experience

Understanding the Dynamic Customer Experience from the Perspective of Experience Memorability

*Jing Zhang¹, Tingchang Liang² (1. Kanazawa University, 2. Toyama University of International Studies)

[O10-03] Authentic Luxury as a system: the structure showing the elements and their relations of Authentic Luxury

*Kanako Madokoro¹, Fumihito Oura¹, Akihiro Sumitani¹, Takashi Maeno¹, Seiko Shirasaka¹ (1. Graduate School of System Design and Management, Keio University)

[O10-04] Exploring Retail Evolution in an Emerging Market from Service Innovation Perspective

*Thi Tuyet Nhung Tran¹ (1. Aichi Toho University)

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