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Otnes, C., Crosby, E., Kwon, M. and Chinchanachokchai, S. (2011) The Impact of Aesthetics in Embedded Service Rituals. In: Bradshaw, A., Hackley, C. and Maclaran, P., Eds., European Advances in Consumer Research, Vol. 9, Association for Consumer Research, Duluth, MN, 23.

has been cited by the following article:

• TITLE: Rituals in Service: A Literature Review

  AUTHORS: Qian Liu, Haiying Wei

  KEYWORDS: Service Rituals, Concept, Effect

  JOURNAL NAME: Journal of Service Science and Management, Vol.13 No.1, February 27, 2020

  ABSTRACT: Although service rituals are widely used in service practice, theory researches on them have not received enough attention. Service rituals are a series of process-based, repeatable, symbolic actions that occur during the service contact process and are usually provided by enterprises or service personnel. By sorting out relevant literature, this article defines the concept and classification of service rituals. Service rituals can enhance consumer experience, enhance customer-enterprise relationship and promote brand value, and the cultural background of consumers will affect their service ritual experience. At the end of this paper, the future research directions of service rituals are proposed. The future researches should aim to deepen qualitative research, increase empirical research, and explore influencing factors.