The Role of Services in delivering an outstanding Experience

Specific characteristics of Services should be considered within this process. In particular, the idea that services are always supported by other services and products, what constitutes a bundle of elements called the “service package”. Many times, defining the idea of a service requires the additional definition of a group of components (products and services).
For example, the whole experience of a journey in a park depends on the entertainment in queues, cleaning services, parking, food services, information available and ticket selling, just to mention some of them.
Firms that offer high quality experiences understand how difficult could be to manage such complex issues. Experience services generate emotions that guide loyalty behaviours, and frequently it is not easy to achieve the desired final effect.
Traditionally, innovation in services has been considered the result of intuition, flair and luck, and an approach of trial and error prevailed over formal development. More and more, managers understand that a formal methodology can enhance the innovation process in order to reduce risks.