This study aims to investigate the use of Non-Fungible Tokens (NFTs), new digital assets based on blockchain technology that can be routinely bought, sold and traded using cryptocurrencies. In particular, we focus on the use of NFTs by service providers and our theoretical framework revolves around the identification of three main roles played by NFTs: our research leads us to consider NFTs as multidimensional service design resources enabling the customer experience. We offer a fresh contribution to the literature on service design and customer experience by focusing on a technology not yet explored by these research domains.
Enhanced service experience design through NFT technology / Russo, Stefano Paolo; Russo Spena, Tiziana; Mele, Cristina. - (2023). ( THE 18TH INTERNATIONAL RESEARCH SYMPOSIUM ON SERVICE EXCELLENCE IN MANAGEMENT (QUIS18)).
Enhanced service experience design through NFT technology
Stefano Paolo Russo;Tiziana Russo Spena;Cristina Mele
2023
Abstract
This study aims to investigate the use of Non-Fungible Tokens (NFTs), new digital assets based on blockchain technology that can be routinely bought, sold and traded using cryptocurrencies. In particular, we focus on the use of NFTs by service providers and our theoretical framework revolves around the identification of three main roles played by NFTs: our research leads us to consider NFTs as multidimensional service design resources enabling the customer experience. We offer a fresh contribution to the literature on service design and customer experience by focusing on a technology not yet explored by these research domains.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
