... assess the findings and provide avenues for future research. Findings Our review reveals that TSR research is organised around four key thematic conversations: (a) designing memorable service experience, (b) factors accentuating customer engagement, (c) systemic well-being orchestration and (d) TSR...

... to assess service experiences and related quality attributes of a focal service provider. Design/methodology/approach Applying the design science research methodology, we develop an approach for online ethnographic service quality analysis and demonstrate its application in an exploratory case study...

...Tiina Kemppainen; Outi Uusitalo Purpose Most recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest...

.... These outcomes may be useful for academics and practitioners. Customer experience Service experience Co-creation Technology Bibliometry Scholars and practitioners have demonstrated a special interest in customer experience (CX). In academia, for instance, the number of CX-related publications...

... This research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support. In the contexts...

...Adrian Heng Tsai Tan; Birgit Muskat; Raechel Johns Purpose The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are analyzed to determine if empathy matters to both actors alike; and which...

... articles, 12 books and one published dissertation related to customer experience. Findings The review describes the relevance of experiential perspective, service experience and customer experience to attract, delight and retain customers. Customer experience is regarded as a holistic interactive...

.... An abductive and thematic analytical approach was used to identify 76 useable critical incidents that had clear consequences on both the outcome of the service and the service experiences of the patient. Findings – The study reveals three critical areas needed to support the value co-creation process...

... framework. The authors re-examine the contributions of prosumers to service experiences with the intent of clarifying how prosumers act as co-creators of value. The second purpose of this study is to clarify the underlying motivations for prosumers’ participation in co-creation/service experiences...

...Jörg Finsterwalder; Tony Garry; Volker G. Kuppelwieser; Jörg Finsterwalder Purpose This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co‐create a service experience. It also shows the influence of other customers...