The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Innovating Luxury Service Experiences Through E-Servicescapes
Abstract
The digital customer experience is a top priority and major challenge for luxury service companies, who have to connect with their target customers yet strive to remain exclusive and to innovate their core offers while preserving their heritage. After a brief review of the literature on customer experience and virtual environments in luxury service contexts, this chapter focuses on e-servicescapes as a means for innovation and improvement in delivering omnichannel experiences for luxury customers. Adopting Bitner's typology of servicescapes, this chapter is based on a three case vignettes analysis that highlights how luxury service providers can use e-servicescapes to enrich their physical service experiences. Three e-servicescape strategies are identified—integration, amplification, and substitution—that ultimately support companies in renewing and improving their overall luxury propositions.
Related Content
|
Aditi Nag.
© 2026.
48 pages.
|
|
Mayur Thakur, Shikha Sharma, Trilochan Kumar.
© 2026.
44 pages.
|
|
Partha Mukhopadhyay, Prachee Parwanee.
© 2026.
36 pages.
|
|
Kamaraj Kalaimathy, Chathana Thagavel, Sofiya M. Karunanithi.
© 2026.
30 pages.
|
|
İlhami Ay, Murat Dal.
© 2026.
34 pages.
|
|
Vinupandyan Lakshmanan.
© 2026.
32 pages.
|
|
Muhammad Usman Tariq.
© 2026.
28 pages.
|
|
|