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Beyond the ride: Service Modularity in Tourism
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0002-3281-7942
Tilburg University, the Netherlands.
2025 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This paper investigates the effect of perceived service modularity on the customer experience of visitors to theme parks. The study was conducted in collaboration with two of the largest theme parks in Europe, comprising quantitative data from 658 visitors in total. The findings shows that perceived service modularity positively affects the customer experience, and all the thereto associated dimensions (sense, feel, think, act and relate), as measured in this study. Complementing the dominating qualitative approaches in research on service modularity, this paper adds insights on the effects from modularity on the customer experience in the tourism industry. 

Place, publisher, year, edition, pages
2025.
National Category
Industrial engineering and management
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-106944OAI: oai:DiVA.org:kau-106944DiVA, id: diva2:1999474
Conference
Euroma - European Operations Management Association
Available from: 2025-09-19 Created: 2025-09-19 Last updated: 2026-02-12Bibliographically approved

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Jagstedt, Siri

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