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

许多机构都热衷于通过向客户提供优质的服务体验来提高竞争力。基于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。顾客体验现象引起了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的原则，以实现体验结果，理解体验的维度，并研究客户体验如何影响客户满意度和忠诚度等关键客户结果。在每种情况下，都需要进行研究，以评估经验如何影响组织成果，如运营和财务绩效。该研究热衷于解决这些挑战，以增强对这一现象的理论理解，并产生对工业有用的工具和框架。博士工作有三个主要的潜在重点领域，包括但不限于：1。如何设计和管理服务提供系统以获得经验？2. 如何衡量和改善客户体验？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?