Exploring how Interactions and Responses within the Servicescape combine to form Customer Experience - A Text Mining Approach

许多组织都热衷于通过向客户提供和与客户一起提供上级服务体验来增强竞争力。根据经验区分价值主张的能力为服务公司提供了一个重要的机会。客户体验现象正吸引着研究人员的极大兴趣。研究界面临的重要挑战包括建立设计服务交付系统以实现体验成果的原则，了解体验的维度，并研究客户体验如何影响关键的客户成果，如客户满意度和忠诚度。在每一种情况下，研究需要评估经验如何影响组织成果，如运营和财务绩效。研究热衷于开始解决这些挑战，以提高对这一现象的理论理解，并产生对行业有用的工具和框架。博士工作的潜在重点有三个主要领域，包括但不限于：1.如何设计和管理服务交付系统以获得经验？2.如何衡量和改善客户体验？3.从组织和客户的角度来看，客户体验如何带来理想的结果？

Many organisations are keen to enhance competitiveness through superior service experiences delivered to, and with, the customer. The ability to differentiate value propositions, based on experience provides a significant opportunity for service firms. The customer experience phenomenon is attracting significant interest from researchers. Important challenges for the research community include establishing principles for designing the service delivery system to achieve experience outcomes, understanding the dimensions of experiences and examining how the customer experience affects key customer outcomes such as customer satisfaction and loyalty. In each case, research is required to evaluate how experience impacts upon organisational outcomes such as operational and financial performance.The research is keen to start addressing these challenges to enhance the theoretical understanding of this phenomenon and to produce tools and frameworks that are useful for industry.There are three main areas of potential focus for the PhD work including but not limited to:1. How are service delivery systems designed and managed for experience? 2. How to measure and improve the customer experience?3. How can the customer experience lead to desirable outcomes from the perspective of the organisation and the customer?