... pragmatic guidance, demonstrate how induction explicates mechanisms and builds theory (often via extreme cases and understudied actors) and outline a future agenda spanning sustainability, nonprofit and informal care, more-than-human perspectives and diverse tech- and low-tech service experiences. Design...

... service processes and outcomes. This study addresses this gap by integrating AI agency and service experience dimensions, categorizing AI capabilities across six levels, from passive automation to fully conscious AI, and examining their impact on service workflows, human and multi-agent collaboration...

... collaborations to enhance customer experience. This paper develops a framework to explore the potential of FLE-FLR collaboration through the lens of interdependence in customer service experience and advances research that specifically focuses on employee-robot team development. Design/methodology/approach...

... gain wider adoption, contemporary service researchers are tasked with studying their service experiences in ways that preserve and attend to their holistic and human characteristics. The purpose of this paper is to provide service researchers with a new qualitative approach to studying immersive...

... an up-to-date literature review including AR and VR applications for consumer and service experience, as well as recommendations for possible research directions. Whereas previous contributions adopted the same, experiential approach but focused on different technology (e.g. AI) or considered...

... experience. Older adults Older adult care experience Service experience Healthcare Hospitality Well-being outcomes Caring for older adults is an increasingly complex and multi-dimensional global concern. This article provides a comprehensive definition of the older adult care experience...

... surveys, experiments and qualitative research. In addition, this paper may also help reviewers and editors to better assess the quality of neuro-studies in service. Employee Customers Neuroscience Service experience Servicescape Bodily changes The neuroscientific method has considered...

... differentiated selling proposition a continual innovative and evolving process. Increasingly, it is the provision of an unforgettable service experience specifically, that is identified as a means for sustained competitive advantage (Teece, 2010). In fact, creating a competitively strong customer experience has...

... research. Customer experience Service experience Content analysis Alternative consumption models Experience co-creation In recent years, customer experience has become one of the main topics in management practice. A survey conducted by McKinsey shows that 90 percent of the consulted chief...

... experiences in crowded situations. The purpose of this paper is to investigate how information, a managerially actionable variable, influences social interactions (in the form of customer social withdrawal and citizenship behavior) and service experience. Design/methodology/approach Two experimental...

...Sidney T. Anderson; Jeffery S. Smith Purpose – The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience. Design/methodology/approach – The paper looks...

...Dr Elina Jaakkola, Anu Helkkula and Dr Leena Aarikka-Stenroos; Antonella Carù; Bernard Cova Purpose – The purpose of this paper is to identify which consumption practices lead to the co-creation of collective service experiences and to outline a conceptual framework for their understanding...

... service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006...

...Dr Elina Jaakkola, Anu Helkkula and Dr Leena Aarikka-Stenroos; Elina Jaakkola; Anu Helkkula; Leena Aarikka-Stenroos Purpose – The collective, interactive aspects of service experience are increasingly evident in contemporary research and practice, but no integrative analysis of this phenomenon...

... the FS context. We found that all the case organizations complied with the contextual variables. They were thus retained in the sample. © Emerald Group Publishing Limited 2015 Management practices Financial services Service experience Service design Customer experience Experience co...

... on the use of multiple apps by app users. Findings – Results show that indirect use experiences play an important role in the holistic service experience. Compared with direct experiences, indirect use experiences do not require the actual use of apps or direct contact with the user. Also the context...

... with a self-service-based system with SSTs. Design/methodology/approach – An exploratory, inductive study examines customers’ self-service experiences of using an SST. By undertaking 60 customer interviews, an event-based technique identified 200 favorable and unfavorable experienced events, which...

... Consumer behaviour Customer experience Customer experience quality Customer loyalty Customer satisfaction Customer services quality Pre-purchase satisfaction Repurchasing behaviour Scale development Service experience Article Type: 2013 Awards for Excellence From...

...Jörg Pareigis; Per Echeverri; Bo Edvardsson Purpose The purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodology/approach The paper draws on an empirical study...

...Philipp “Phil” Klaus; Stan Maklan Purpose The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach The authors present exploratory research developing...