Hardback
Handbook of Service Experience
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.
More Information
Critical Acclaim
Contents
More Information
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.
Critical Acclaim
‘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 Singapore
– Jochen Wirtz, National University of Singapore
Contents
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 Grönroos
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 Åkesson, Nina Löfberg, and Bård 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
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 Grönroos
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 Åkesson, Nina Löfberg, and Bård 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
