Handbook of Service Experience
Summary
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.
This book includes 27 brilliant chapters as follows:
Chapter 1: Setting the Foundation of Service Experience in Research and Practice
Author/s: Per Kristensson; Lars Witell and Mohamed Zaki
Chapter 2: Customer Experience: the Touchpoint - Contexts Qualities Nomenclature
Author/s: Arne De Keyser; Katrien Verleye; Katherine N. Lemon; Chiara Orsingher; Aric Zion and Amanda Johnson
Chapter 3: Service Experiencing Versus Experiencing Services
Author/s: Christian Grönroos
Chapter 4: The Art Experience Triad: Conceptual Underpinnings and Implications
Author/s: Pekka Saarikorpi and Kristina Heinonen
Chapter 5: Who is the Individual and Collective Actor in Service Experience?
Author/s: Anu Helkkula
Chapter 6: How Quality and Innovation Drive the Service Experience
Author/s: Seidali Kurtmollaiev; Tor W. Andreassen; and Line Lervik-Olsen
Chapter 7: Service Innovation Process Development in Public and Private Sector Organisations
Author/s: Ruusa Ligthart
Chapter 8: Service Innovation in the Age of Artificial Intelligence: the Case Study of D*Motion Method
Author/s: Daniela Corsaro; Emma Zavarrone and Valerio D’Amico
Chapter 9: Enhancing Customer Experience in Digital Servitization: the Impact of Service-Dominant Logic
Author/s: Maria åkesson; Nina Löfberg and Bård Tronvoll
Chapter 10: Co-Therapy Services to Enhance Patient Experience Design
Author/s: Maria Francesca Renzi; Roberta Guglielmetti Mugion; Laura Di Pietro and Veronica Ungaro
Chapter 11: The Shift to Fast-Good Service Experience Through Digitalization: Lessons From KFC
Author/s: Gautam Jha; Jatin Chandwani and Mohamed Zaki
Chapter 12: Partner, Master, or Servant? How Older Adults Experience their Relationship with Socially Assistive Robots
Author/s: Bente Peusen; Kars Mennens and Dominik Mahr
Chapter 13: Providing a Personalised Service Experience Using Artificial Intelligence
Author/s: Jan H. Blümel and Mohamed Zaki
Chapter 14: Human Augmentation Technology as a Driver of Enhanced Service Experiences
Author/s: Kentaro Watanabe and Bach Quang Ho
Chapter 15: Value Opportunities for Business Models with Digital Twins
Author/s: Erika Pärn; Michael Grieves and Mohamed Zaki
Chapter 16: Co-designing Sustainable Product–Service Systems
Author/s: Yusuke Kishita; Kentaro Watanabe and Koji Kimita
Chapter 17: Risky Service Experience? The Role of Risk in B2B Customer Journeys
Author/s: Ekaterina Panina; Elina Jaakkola and Harri Terho
Chapter 18: Managing Customer Experiences in Times of Crisis
Author/s: Bård Tronvoll and Bo Edvardsson
Chapter 19: The AI-Empowered Dark Patterns
Author/s: Agnieszka Kitkowska
Chapter 20: Frontline Employee Lying Behaviour Shaping the Customer Experience
Author/s: Hannah Snyder and Lars Witell
Chapter 21: From Dream to Reality: A Roadmap for Customer Experience Management Implementation
Author/s: Yves Van Vaerenbergh; Inês Ferraz Teixeira; Britt Vancoetsem and Dirk Frans
Chapter 22: Extracting Insights on Service Experiences from Unstructured Text Data
Author/s: Andrew S. Gallan and Rakesh Niraj
Chapter 23: How Service Experience can Shape Customer Churn from a Service-Dominant Logic Perspective
Author/s: Carolina Martínez-Troncoso and David Díaz Solis
Chapter 24: Neurophysiological Frontiers in Service Research: Unraveling the Mysteries of Customer Experience
Author/s: Poja Shams and Nanouk Verhulst
Chapter 25: The Customer Reuse Experience
Author/s: Jenny Karlsson; Lars Witell; Klas Hedvall and Carolina Camén
Chapter 26: Service Experience in the Access Economy: Managing Experiences in Mobility Services
Author/s: Brenda Nansubuga; Christian Kowalkowski and Hugo Guyader
Chapter 27: Volunteer Service Experiences: the Case of Senior Tour Guides
Author/s: Kunio Shirahada and Alan Wilson
Edited By
- Per Kristensson, Professor of Psychology, Service Research Center, Karlstad University,
- Lars Witell, Professor of Business Administration, Linköping University, Sweden
- Mohamed Zaki, Professor, Cambridge Service Alliance, Institute for Manufacturing, University of Cambridge, UK
