... of goods or services (Tsai, 2005). © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Service experience Customer experience Extended reality Mixed reality Immersive experience Literature review Consumer behavior The term extended...

... research and uncovering the complexities inherent to service experiences and other core service concepts. Originality/value This paper compiles and contextualizes insights from existing eye-tracking research, which it uses to draw important lessons for deploying eye-tracking in service domains...

... Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences...

... as a universal professional protocol to engender collective moral elevation. This commentary highlights the need for a moral refresh in services marketing and proposes ways to achieve this end. Health services Well-being Transformative Service experience Morals Marketing ethics Service ethics...

... research and service management. A review of the literature, documentation of sales and customer service experiences support the evolution of bot-driven consumer decision-making, proposing the bot-driven service platform as a key component of the service experience. Today the focus...

... aims to determine whether significant differences exist vis-à-vis the impact of EF, CF and CE dyads on the service experience. Design/methodology/approach Empirical evidence from data garnered from 398 surveys was used to test a conceptual model. To test the hypotheses, like-signed first...

... on service as the basis of all exchange allows the consideration of all instances of value-in-use, in-context, to be considered as a service experience; its conceptualization of context broadens the time/place dimensions that conventionally restrain research in service encounters and servicescapes beyond...

... as a “fertile field for service research”. Jon Engström can be contacted at: jon.engstrom@liu.se © Emerald Group Publishing Limited 2015 Co-creation Health care Service experience Service development Customer participation User innovation This article concerns customer...

...Philipp Klaus Purpose – The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers' online buying behavior, most of the research focuses...

...Sander Svari; Terje Slåtten; Göran Svensson; Bo Edvardsson Purpose The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE...