The case study analysis framework (from Pinto et al., 2017)
| HOW | WHAT | WHY |
|---|---|---|
| New technological and architectural solutions that enable a more advanced or refined interaction with the service from a utilitarian perspective | New technological and environmental solutions that enhance the customer experience by modifying the hedonic involvement and the creation of memories | New intangible values that are delivered through the store environment and service activities that enable deeper emotional, affective and cognitive engagement |
| HOW | WHAT | WHY |
|---|---|---|
| New technological and architectural solutions that enable a more advanced or refined interaction with the service from a utilitarian perspective | New technological and environmental solutions that enhance the customer experience by modifying the hedonic involvement and the creation of memories | New intangible values that are delivered through the store environment and service activities that enable deeper emotional, affective and cognitive engagement |
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