Handbook of Service Experience
portes grátis
Handbook of Service Experience
Witell, Lars; Kristensson, Per; Zaki, Mohamed
Edward Elgar Publishing Ltd
02/2025
432
Dura
9781035300181
Pré-lançamento - envio 15 a 20 dias após a sua edição
Descrição não disponível.
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 Groenroos
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 Akesson, Nina Loefberg, and Bard 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
Gautam Jha, Jatin Chandwani, and Mohamed Zaki
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163
Bente Peusen, Kars Mennens, and Dominik Mahr
13 Providing a personalised service experience using artificial intelligence 177
Jan H. Bluemel and Mohamed Zaki
14 Human augmentation technology as a driver of enhanced service experiences 192
Kentaro Watanabe and Bach Quang Ho
15 Value opportunities for business models with digital twins 205
Erika Paern, Michael Grieves, and Mohamed Zaki
16 Co-designing sustainable product-service systems 218
Yusuke Kishita, Kentaro Watanabe, and Koji Kimita
SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys 230
Ekaterina Panina, Elina Jaakkola, and Harri Terho
18 Managing customer experiences in times of crisis 246
Bard Tronvoll and Bo Edvardsson
19 The AI-empowered dark patterns 259
Agnieszka Kitkowska
20 Frontline employee lying behaviour shaping the customer experience 273
Hannah Snyder and Lars Witell
SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management implementation 285
Yves Van Vaerenbergh, Ines Ferraz Teixeira, Britt Vancoetsem, and Dirk Frans
22 Extracting insights on service experiences from unstructured text data 302
Andrew S. Gallan and Rakesh Niraj
23 How service experience can shape customer churn from a service-dominant logic perspective 321
Carolina Martinez-Troncoso and David Diaz Solis
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337
Poja Shams and Nanouk Verhulst
SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience 353
Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camen
26 Service experience in the access economy: managing experiences in mobility services 363
Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader
27 Volunteer service experiences: the case of senior tour guides 380
Kunio Shirahada and Alan Wilson
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 Groenroos
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 Akesson, Nina Loefberg, and Bard 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
Gautam Jha, Jatin Chandwani, and Mohamed Zaki
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163
Bente Peusen, Kars Mennens, and Dominik Mahr
13 Providing a personalised service experience using artificial intelligence 177
Jan H. Bluemel and Mohamed Zaki
14 Human augmentation technology as a driver of enhanced service experiences 192
Kentaro Watanabe and Bach Quang Ho
15 Value opportunities for business models with digital twins 205
Erika Paern, Michael Grieves, and Mohamed Zaki
16 Co-designing sustainable product-service systems 218
Yusuke Kishita, Kentaro Watanabe, and Koji Kimita
SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys 230
Ekaterina Panina, Elina Jaakkola, and Harri Terho
18 Managing customer experiences in times of crisis 246
Bard Tronvoll and Bo Edvardsson
19 The AI-empowered dark patterns 259
Agnieszka Kitkowska
20 Frontline employee lying behaviour shaping the customer experience 273
Hannah Snyder and Lars Witell
SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management implementation 285
Yves Van Vaerenbergh, Ines Ferraz Teixeira, Britt Vancoetsem, and Dirk Frans
22 Extracting insights on service experiences from unstructured text data 302
Andrew S. Gallan and Rakesh Niraj
23 How service experience can shape customer churn from a service-dominant logic perspective 321
Carolina Martinez-Troncoso and David Diaz Solis
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337
Poja Shams and Nanouk Verhulst
SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience 353
Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camen
26 Service experience in the access economy: managing experiences in mobility services 363
Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader
27 Volunteer service experiences: the case of senior tour guides 380
Kunio Shirahada and Alan Wilson
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
Value-creation; Service Management; Customer satisfaction; Customer perspective; Marketing; Service design
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 Groenroos
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 Akesson, Nina Loefberg, and Bard 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
Gautam Jha, Jatin Chandwani, and Mohamed Zaki
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163
Bente Peusen, Kars Mennens, and Dominik Mahr
13 Providing a personalised service experience using artificial intelligence 177
Jan H. Bluemel and Mohamed Zaki
14 Human augmentation technology as a driver of enhanced service experiences 192
Kentaro Watanabe and Bach Quang Ho
15 Value opportunities for business models with digital twins 205
Erika Paern, Michael Grieves, and Mohamed Zaki
16 Co-designing sustainable product-service systems 218
Yusuke Kishita, Kentaro Watanabe, and Koji Kimita
SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys 230
Ekaterina Panina, Elina Jaakkola, and Harri Terho
18 Managing customer experiences in times of crisis 246
Bard Tronvoll and Bo Edvardsson
19 The AI-empowered dark patterns 259
Agnieszka Kitkowska
20 Frontline employee lying behaviour shaping the customer experience 273
Hannah Snyder and Lars Witell
SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management implementation 285
Yves Van Vaerenbergh, Ines Ferraz Teixeira, Britt Vancoetsem, and Dirk Frans
22 Extracting insights on service experiences from unstructured text data 302
Andrew S. Gallan and Rakesh Niraj
23 How service experience can shape customer churn from a service-dominant logic perspective 321
Carolina Martinez-Troncoso and David Diaz Solis
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337
Poja Shams and Nanouk Verhulst
SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience 353
Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camen
26 Service experience in the access economy: managing experiences in mobility services 363
Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader
27 Volunteer service experiences: the case of senior tour guides 380
Kunio Shirahada and Alan Wilson
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 Groenroos
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 Akesson, Nina Loefberg, and Bard 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
Gautam Jha, Jatin Chandwani, and Mohamed Zaki
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163
Bente Peusen, Kars Mennens, and Dominik Mahr
13 Providing a personalised service experience using artificial intelligence 177
Jan H. Bluemel and Mohamed Zaki
14 Human augmentation technology as a driver of enhanced service experiences 192
Kentaro Watanabe and Bach Quang Ho
15 Value opportunities for business models with digital twins 205
Erika Paern, Michael Grieves, and Mohamed Zaki
16 Co-designing sustainable product-service systems 218
Yusuke Kishita, Kentaro Watanabe, and Koji Kimita
SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys 230
Ekaterina Panina, Elina Jaakkola, and Harri Terho
18 Managing customer experiences in times of crisis 246
Bard Tronvoll and Bo Edvardsson
19 The AI-empowered dark patterns 259
Agnieszka Kitkowska
20 Frontline employee lying behaviour shaping the customer experience 273
Hannah Snyder and Lars Witell
SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management implementation 285
Yves Van Vaerenbergh, Ines Ferraz Teixeira, Britt Vancoetsem, and Dirk Frans
22 Extracting insights on service experiences from unstructured text data 302
Andrew S. Gallan and Rakesh Niraj
23 How service experience can shape customer churn from a service-dominant logic perspective 321
Carolina Martinez-Troncoso and David Diaz Solis
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337
Poja Shams and Nanouk Verhulst
SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience 353
Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camen
26 Service experience in the access economy: managing experiences in mobility services 363
Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader
27 Volunteer service experiences: the case of senior tour guides 380
Kunio Shirahada and Alan Wilson
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
