A Case Study of Service Design and Experience Innovation in Cultural Heritage ServicescapeÑTake Tai Kwun and Hayashi Department Store as Examples

Abstract

For cultural heritage around the world, the servicescape is a key factor that affects the visitor’s experience and engagement. The purpose of this article is to rummage about the current situation of commercial cultural heritage in Asia, bringing consult to the design of cultural heritage. Through an exploratory study, this paper examines how the experiential spaces of the Hayashi Department Store and Tai Kwun are designed and established. This article examined the link between service design and customer experience through a service design perspective. This study further extended the that managers can enhance the visitor experience through service design and experience innovation concepts to create a good reputation and customer willingness to return. The case comparison revealed three important factors in designing experience spaces: Cross-domain teams, heritage restoration and people engagement.

Sustainable Competitive Advantage of Cultural Heritage Sites: Three Destinations in East Asia

“…Research on competitiveness is now increasingly shifting toward systematically operationalization and testing of developed conceptual frameworks [31]. Cultural heritage management needs to rethink the positioning of the heritage site and what the customer desires, innovation needs to be integrated with the internal environment in order to improve customer satisfaction as the process changes, considering the importance of local traditions and culture in service development to increase profits while maintaining local cultural values [32,33]. For this study, the five forces analysis is not sufficient to cover the cultural heritage industry, so historical landscapes are added to further analyse the sustainable competitiveness of cultural heritage.…”