Handbook of Service Experience
Published on 28. February 2025
Book
Hardback
410 pages
978-1-0353-0018-1 (ISBN)
Description
This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience design, innovation and management in the digital era.
The Handbook of Service Experience sheds new light on the field, presenting novel theoretical and managerial insights to enhance our understanding of this complex area. Global experts from academia and practice contribute by addressing key themes, including theoretically conceptualising the service experience and exploring how to leverage digital technologies to better design, innovate and manage customer experience, whilst also acknowledging sustainability considerations, risks and ethical implications. They present different perspectives across various public and private sectors, such as healthcare and the fast-food industry, as well as B2B services, to improve understanding of what a service experience is, how it can be facilitated, when it occurs, and why it is important.
Comprehensive in scope, this unique Handbook is an invaluable resource for students and academics in business administration, digital marketing and service design, and organisational, social and occupational psychology. Its detailed practical applications and examinations of service experience will also be highly beneficial to professionals and entrepreneurs alike.
The Handbook of Service Experience sheds new light on the field, presenting novel theoretical and managerial insights to enhance our understanding of this complex area. Global experts from academia and practice contribute by addressing key themes, including theoretically conceptualising the service experience and exploring how to leverage digital technologies to better design, innovate and manage customer experience, whilst also acknowledging sustainability considerations, risks and ethical implications. They present different perspectives across various public and private sectors, such as healthcare and the fast-food industry, as well as B2B services, to improve understanding of what a service experience is, how it can be facilitated, when it occurs, and why it is important.
Comprehensive in scope, this unique Handbook is an invaluable resource for students and academics in business administration, digital marketing and service design, and organisational, social and occupational psychology. Its detailed practical applications and examinations of service experience will also be highly beneficial to professionals and entrepreneurs alike.
Reviews / Votes
'The service experience has become critical for competitiveness and differentiation, especially so with the increasing digitization of many services. Per Kristensson, Lars Witell and Mohamed Zaki have done a wonderful job in bringing the preeminent thought leaders on this top topic together to share their state-of-the-art knowledge. Anyone with an interest in how to innovate, design, implement and manage customer experiences will find this book to be a treasure trove.' -- Jochen Wirtz, National University of SingaporeMore details
Language
English
Place of publication
Cheltenham
United Kingdom
Target group
Professional and scholarly
Dimensions
Height: 244 mm
Width: 169 mm
ISBN-13
978-1-0353-0018-1 (9781035300181)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Persons
Edited by Per Kristensson, Professor of Psychology, Service Research Center, Karlstad University, Lars Witell, Professor of Business Administration, Linkoeping University, Sweden and Mohamed Zaki, Professor, Cambridge Service Alliance, Institute for Manufacturing, University of Cambridge, UK
Content
Contents
INTRODUCTION TO SERVICE EXPERIENCE
1 Setting the foundation of service experience in research and practice 2
Per Kristensson, Lars Witell, and Mohamed Zaki
SERVICE EXPERIENCE CONCEPTUALIZATIONS
2 Customer experience: the touchpoint-contexts-qualities nomenclature 15
Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion, and Amanda Johnson
3 Service experiencing versus experiencing services 28
Christian Groenroos
4 The art experience triad: conceptual underpinnings and implications 37
Pekka Saarikorpi and Kristina Heinonen
5 Who is the individual and collective actor in service experience? 55
Anu Helkkula
SERVICE EXPERIENCE DESIGN AND INNOVATION
6 How quality and innovation drive the service experience 68
Seidali Kurtmollaiev, Tor W. Andreassen, and Line Lervik-Olsen
7 Service innovation process development in public and private sector organisations 83
Ruusa Ligthart
8 Service innovation in the age of artificial intelligence: the case study of Dmotion method 104
Daniela Corsaro, Emma Zavarrone, and Valerio D'Amico
9 Enhancing customer experience in digital servitization: the impact of service-dominant logic 120
Maria Akesson, Nina Loefberg, and Bard Tronvoll
10 Co-therapy services to enhance patient experience design 131
Maria Francesca Renzi, Roberta Guglielmetti Mugion, Laura Di Pietro, and Veronica Ungaro
SERVICE EXPERIENCE EMPOWERED BY TECHNOLOGY
11 The shift to fast-good service experience through digitalization: lessons from KFC 149
G?a?u?t?a?m? ?J?h?a?,? ?J?a?t?i?n? ?C?h?a?n?d?w?a?n?i?,? ?a?n?d? ?M?o?h?a?m?e?d? ?Z?a?k?i?
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163
B?e?n?t?e? ?P?e?u?s?e?n?,? ?K?a?r?s? ?M?e?n?n?e?n?s?,? ?a?n?d? ?D?o?m?i?n?i?k? ?M?a?h?r?
13 Providing a personalised service experience using artificial intelligence 177
J?a?n? ?H?.? ?B?l?uem?e?l? ?a?n?d? ?M?o?h?a?m?e?d? ?Z?a?k?i?
14 Human augmentation technology as a driver of enhanced service experiences 192
K?e?n?t?a?r?o? ?W?a?t?a?n?a?b?e? ?a?n?d? ?B?a?c?h? ?Q?u?a?n?g? ?H?o?
15 Value opportunities for business models with digital twins 205
E?r?i?k?a? ?P?aer?n?,? ?M?i?c?h?a?e?l? ?G?r?i?e?v?e?s?,? ?a?n?d? ?M?o?h?a?m?e?d? ?Z?a?k?i?
16 Co-designing sustainable product-service systems 218
Y?u?s?u?k?e? ?K?i?s?h?i?t?a?,? ?K?e?n?t?a?r?o? ?W?a?t?a?n?a?b?e?,? ?a?n?d? ?K?o?j?i? ?K?i?m?i?t?a?
SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys 230
E?k?a?t?e?r?i?n?a? ?P?a?n?i?n?a?,? ?E?l?i?n?a? ?J?a?a?k?k?o?l?a?,? ?a?n?d? ?H?a?r?r?i? ?T?e?r?h?o?
18 Managing customer experiences in times of crisis 246
B?ar?d? ?T?r?o?n?v?o?l?l? ?a?n?d? ?B?o? ?E?d?v?a?r?d?s?s?o?n?
19 The AI-empowered dark patterns 259
A?g?n?i?e?s?z?k?a? ?K?i?t?k?o?w?s?k?a?
20 Frontline employee lying behaviour shaping the customer experience 273
H?a?n?n?a?h? ?S?n?y?d?e?r? ?a?n?d? ?L?a?r?s? ?W?i?t?e?l?l?
SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management implementation 285
Y?v?e?s? ?V?a?n? ?V?a?e?r?e?n?b?e?r?g?h?,? ?I?n?es? ?F?e?r?r?a?z? ?T?e?i?x?e?i?r?a?,? ?B?r?i?t?t? ?V?a?n?c?o?e?t?s?e?m?,? ?a?n?d? ?D?i?r?k? ?F?r?a?n?s?
22 Extracting insights on service experiences from unstructured text data 302
A?n?d?r?e?w? ?S?.? ?G?a?l?l?a?n? ?a?n?d? ?R?a?k?e?s?h? ?N?i?r?a?j?
23 How service experience can shape customer churn from a service-dominant logic perspective 321
C?a?r?o?l?i?n?a? ?M?a?r?t?in?e?z?-?T?r?o?n?c?o?s?o? ?a?n?d? ?D?a?v?i?d? ?D?ia?z? ?S?o?l?i?s?
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337
Poja Shams and Nanouk Verhulst
SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience 353
Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camen
26 Service experience in the access economy: managing experiences in mobility services 363
Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader
27 Volunteer service experiences: the case of senior tour guides 380
Kunio Shirahada and Alan Wilson
INTRODUCTION TO SERVICE EXPERIENCE
1 Setting the foundation of service experience in research and practice 2
Per Kristensson, Lars Witell, and Mohamed Zaki
SERVICE EXPERIENCE CONCEPTUALIZATIONS
2 Customer experience: the touchpoint-contexts-qualities nomenclature 15
Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion, and Amanda Johnson
3 Service experiencing versus experiencing services 28
Christian Groenroos
4 The art experience triad: conceptual underpinnings and implications 37
Pekka Saarikorpi and Kristina Heinonen
5 Who is the individual and collective actor in service experience? 55
Anu Helkkula
SERVICE EXPERIENCE DESIGN AND INNOVATION
6 How quality and innovation drive the service experience 68
Seidali Kurtmollaiev, Tor W. Andreassen, and Line Lervik-Olsen
7 Service innovation process development in public and private sector organisations 83
Ruusa Ligthart
8 Service innovation in the age of artificial intelligence: the case study of Dmotion method 104
Daniela Corsaro, Emma Zavarrone, and Valerio D'Amico
9 Enhancing customer experience in digital servitization: the impact of service-dominant logic 120
Maria Akesson, Nina Loefberg, and Bard Tronvoll
10 Co-therapy services to enhance patient experience design 131
Maria Francesca Renzi, Roberta Guglielmetti Mugion, Laura Di Pietro, and Veronica Ungaro
SERVICE EXPERIENCE EMPOWERED BY TECHNOLOGY
11 The shift to fast-good service experience through digitalization: lessons from KFC 149
G?a?u?t?a?m? ?J?h?a?,? ?J?a?t?i?n? ?C?h?a?n?d?w?a?n?i?,? ?a?n?d? ?M?o?h?a?m?e?d? ?Z?a?k?i?
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163
B?e?n?t?e? ?P?e?u?s?e?n?,? ?K?a?r?s? ?M?e?n?n?e?n?s?,? ?a?n?d? ?D?o?m?i?n?i?k? ?M?a?h?r?
13 Providing a personalised service experience using artificial intelligence 177
J?a?n? ?H?.? ?B?l?uem?e?l? ?a?n?d? ?M?o?h?a?m?e?d? ?Z?a?k?i?
14 Human augmentation technology as a driver of enhanced service experiences 192
K?e?n?t?a?r?o? ?W?a?t?a?n?a?b?e? ?a?n?d? ?B?a?c?h? ?Q?u?a?n?g? ?H?o?
15 Value opportunities for business models with digital twins 205
E?r?i?k?a? ?P?aer?n?,? ?M?i?c?h?a?e?l? ?G?r?i?e?v?e?s?,? ?a?n?d? ?M?o?h?a?m?e?d? ?Z?a?k?i?
16 Co-designing sustainable product-service systems 218
Y?u?s?u?k?e? ?K?i?s?h?i?t?a?,? ?K?e?n?t?a?r?o? ?W?a?t?a?n?a?b?e?,? ?a?n?d? ?K?o?j?i? ?K?i?m?i?t?a?
SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys 230
E?k?a?t?e?r?i?n?a? ?P?a?n?i?n?a?,? ?E?l?i?n?a? ?J?a?a?k?k?o?l?a?,? ?a?n?d? ?H?a?r?r?i? ?T?e?r?h?o?
18 Managing customer experiences in times of crisis 246
B?ar?d? ?T?r?o?n?v?o?l?l? ?a?n?d? ?B?o? ?E?d?v?a?r?d?s?s?o?n?
19 The AI-empowered dark patterns 259
A?g?n?i?e?s?z?k?a? ?K?i?t?k?o?w?s?k?a?
20 Frontline employee lying behaviour shaping the customer experience 273
H?a?n?n?a?h? ?S?n?y?d?e?r? ?a?n?d? ?L?a?r?s? ?W?i?t?e?l?l?
SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management implementation 285
Y?v?e?s? ?V?a?n? ?V?a?e?r?e?n?b?e?r?g?h?,? ?I?n?es? ?F?e?r?r?a?z? ?T?e?i?x?e?i?r?a?,? ?B?r?i?t?t? ?V?a?n?c?o?e?t?s?e?m?,? ?a?n?d? ?D?i?r?k? ?F?r?a?n?s?
22 Extracting insights on service experiences from unstructured text data 302
A?n?d?r?e?w? ?S?.? ?G?a?l?l?a?n? ?a?n?d? ?R?a?k?e?s?h? ?N?i?r?a?j?
23 How service experience can shape customer churn from a service-dominant logic perspective 321
C?a?r?o?l?i?n?a? ?M?a?r?t?in?e?z?-?T?r?o?n?c?o?s?o? ?a?n?d? ?D?a?v?i?d? ?D?ia?z? ?S?o?l?i?s?
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337
Poja Shams and Nanouk Verhulst
SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience 353
Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camen
26 Service experience in the access economy: managing experiences in mobility services 363
Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader
27 Volunteer service experiences: the case of senior tour guides 380
Kunio Shirahada and Alan Wilson