Measuring the deliverable and impressible dimensions of service experience

Ahmad Beltagui, William Darler, Marina Candi

Research output: Contribution to journalArticlepeer-review


Service innovation has become a priority within the field of innovation management and is increasingly focused on creating memorable experiences that can result in customer loyalty. Studies of experience design suggest individual service elements to be managed when staging an experience, whereas conceptual models in the literature emphasize the holistic way in which an experience is perceived. In short, service experience is greater than the sum of its parts. Therefore, successful innovation management requires the ability to understand and measure the mechanisms by which service innovations impact customers' experiences. Our research addresses this need by identifying dimensions of service experience and developing a tool for their measurement. Using a three stage process of systematic literature review, rigorous scale development and reduction, and validation, we identify six dimensions of the service experience and develop scales to measure each one. This results in a model of service innovation that highlights the levers through which a company's service innovation efforts can result in memorable experiences and ultimately new service success.

Original languageEnglish
Pages (from-to)478-492
Number of pages15
JournalCreativity and Innovation Management
Issue number3
Early online date17 Aug 2015
Publication statusPublished - Sept 2015

Bibliographical note

This is the peer reviewed version of the following article: Beltagui, A., Darler, W., & Candi, M. (2015). Measuring the deliverable and impressible dimensions of service experience. Creativity and Innovation Management, 24(3), 478-492, which has been published in final form at This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.


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