Handbook of service experience
2025 (English)Collection (editor) (Other academic)
Abstract [en]
"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"--
Place, publisher, year, edition, pages
Northampton: Edward Elgar Publishing , 2025. , p. 410
Keywords [sv]
Kundservice
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-212796ISBN: 9781035300198 (electronic)OAI: oai:DiVA.org:liu-212796DiVA, id: diva2:1949782
Note
Introduction to service experience -- 1. Setting the foundation of service experience in research and practice / Per Kristensson, Lars Witell, and Mohamed Zaki -- Service experience conceptualizations -- 2. Customer experience: The touchpoint-contexts-qualities nomenclature / Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion, and Amanda Johnson -- 3. Service experiencing versus experiencing services / Christian Grönroos -- 4. The art experience triad: Conceptual underpinnings and implications / Pekka Saarikorpi and Kristina Heinonen -- 5. Who is the individual and collective actor in service experience? / Anu Helkkula -- Service experience design and innovation -- 6. How quality and innovation drive the service experience / Seidali Kurtmollaiev, Tor W. Andreassen, and Line Lervik-Olsen -- 7. Service innovation process development in public and private sector organisations / Ruusa Ligthart -- 8. Service innovation in the age of artificial intelligence: The case study of dmotion method / Daniela Corsaro, Emma Zavarrone, and Valerio D'Amico -- 9. Enhancing customer experience in digital servitization: The impact of service-dominant logic / Maria Åkesson, Nina Löfberg, and Bård Tronvoll -- 10. Co-therapy services to enhance patient experience design / 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.
2025-04-032025-04-032025-04-03Bibliographically approved