Concepedia

Service Touchpoints

Service Touchpoints is a theoretical construct within service delivery design that denotes each discrete point of interaction between a service provider and its customers, through which value is co-created and service quality is experienced and evaluated.

52

Publications

3.3K

Citations

142

Authors

84

Institutions

Publications per year

2017–2026

34

Parents

Publications

52

Service Design for Experience-Centric Services

Leonieke G. Zomerdijk · Journal of Service Research · 2009 · 949 citations

, , +16

Implementing patient-centred cancer care: using experience-based co-design to improve patient experience in breast and lung cancer services

Vicki Tsianakas, Glenn Robert, Jill Maben et al. · Supportive Care in Cancer · 2012 · 201 citations · Full text

, , +16

Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development

Simon Clatworthy · Duo Research Archive (University of Oslo) · 2011 · 173 citations · Full text

, , +15

Using big data to improve customer experience and business performance

Jeffrey Spiess, Yves T'Joens, Raluca Dragnea et al. · Bell Labs Technical Journal · 2014 · 130 citations

, , +17

Identifying and analyzing touchpoints for building a higher education brand

Monica Khanna, Isaac Jacob, Neha Yadav · Journal of Marketing for HIGHER EDUCATION · 2014 · 129 citations

, , +17

1–5 of 52

Authors

142

  1. SC
    Simon Clatworthy

    Oslo School of Architecture and Design, Norway

    3 publications · 264 citations

    3

    h-index

  2. AJ
    Abdullah J. Sultan

    Kuwait University, Kuwait

    2 publications · 41 citations

    2

    h-index

  3. AT
    Andreea Trifu

    Universidad de Zaragoza, Spain

    2 publications · 35 citations

    2

    h-index

  4. AR
    Alison Richardson

    King's College London, United Kingdom

    1 publications · 201 citations

    1

    h-index

  5. PH
    Philippa Hunter‐Jones

    University of Liverpool, United Kingdom

    1 publications · 47 citations

    1

    h-index

1–5 of 142

Institutions

84

  1. Oslo School of Architecture and Design

    Oslo, Norway

    3 h-index

    3 publications

    264 citations

  2. Kuwait University

    Kuwait City, Kuwait

    2 h-index

    2 publications

    41 citations

  3. University of Pennsylvania

    Philadelphia, United States

    2 h-index

    7 publications

    138 citations

  4. Universidad Pablo de Olavide

    Seville, Spain

    2 h-index

    2 publications

    35 citations

  5. Universidad de Zaragoza

    Zaragoza, Spain

    2 h-index

    5 publications

    88 citations

  6. Maimonides Medical Center

    New York, United States

    1 h-index

    1 publications

    47 citations

  7. Hult International Business School

    Cambridge, United States

    1 h-index

    2 publications

    40 citations

  8. Trinity College Dublin

    Dublin, Ireland

    1 h-index

    2 publications

    30 citations

1–8 of 84

Venues

  1. Design Management Review

    2 publications · 38 citations

    2

    h-index

  2. e-Service Journal

    2 publications · 88 citations

    2

    h-index

  3. Journal of Retailing and Consumer Services

    2 publications · 52 citations

    2

    h-index

  4. Journal of Service Research

    JSR · 2 publications · 996 citations

    2

    h-index

  5. Technological Forecasting and Social Change

    1 publications · 65 citations

    1

    h-index

1–5