| 1. |
|
|
| 2. |
|
|
| 3. |
|
|
| 4. |
|
|
| 5. |
|
|
| 6. |
- Pareigis, Jörg, 1977-, et al.
(författare)
-
Exploring the role of the service environment in forming customer's service experience
- 2011
-
Ingår i: International Journal of Quality and Service Sciences. - Bingley, UK : Emerald. - 1756-669X .- 1756-6703. ; 3:1, s. 110-124
-
Tidskriftsartikel (refereegranskat)abstract
- The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent conceptualization of the experience room. Public transport travellers were provided with a public transport travel diary and were encouraged to make detailed notes about their service experience during their journey. The diaries were than transcribed and coded in NVivo8 using a constant comparative method. The qualitative analysis of the public transport travel diaries revealed six emerging themes of service experience: customer processes, other customers, physical environment, contact personnel, provider processes and wider environment. The interplay between these themes is what forms the service experience of customers. The inductive analysis of the empirical material contextualizes the experience room model in a utilitarian and facility-driven service. This deductive analysis of 100 customer experiences shows that the dimensions customer involvement, customer placement and physical artefacts are most important for the customer's service experience in this context. This paper offers a set of important empirically based customer experience dimensions with public transport. The paper also provides a contextualization of a theoretical model, the experience room model. The contribution results show the importance of interactions with other customers and the physical environment for the customer's experience
|
|
| 7. |
- Sværi, Sander, et al.
(författare)
-
An SOS-Construct of Negative Emotions in Customers’ Service Experience (CSE) and Service Recovery by Firms (SRF)
- 2011
-
Ingår i: Journal of Services Marketing. - Bingley, United Kingdom : Emerald Group Publishing Limited. - 0887-6045. ; 25:5, s. 323-335
-
Tidskriftsartikel (refereegranskat)abstract
- 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) and the following processes of service recovery by firms (SRF).Design/methodology/approach: A triangular approach was used, based on interviews and a survey in the Norwegian tourism industry. This paper reports the results from the survey consisting of 3,104 customers.Findings: Exploratory and confirmatory factor analyses have been used to examine and test the SOS construct of negative emotions in CSE and SRF. The SOS construct tested has indicated an acceptable fit, validity and reliability.Research limitations/implications: The SOS construct of CSE and SRF may be seen as a seed for future research in refining and extending endeavors of managing critical incidents in CSE and SRF.Practical implications: Strategies to manage CSE and SRF should be aimed at solving the three different SOS dimensions of negative incidents in service encounters, namely those that are caused by the customer, the company, or the situation.Originality/value: The SOS construct brings together, complements and fortifies existing theory and previous research in the context of negative emotions in CSE and SRF.© Emerald Group Publishing Limited
|
|
| 8. |
- Tronvoll, Bård, 1964-, et al.
(författare)
-
Paradigms in service research
- 2011
-
Ingår i: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 22:5, s. 560-585
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose – Recent discussions of the service-dominant logic (S-D logic) and the creation of a multidisciplinary service science highlight the need for a paradigmatic discussion that provides directions for ongoing service research. This article aims to examine different epistemological foundations and proposes a framework to describe and better understand the development and future of service research. Design/methodology/approach – Using the proposed framework, an assessment of 60 selected award-winning and most cited articles is categorized using the paradigmatic framework. Findings – Four paradigms are found to be prominent in service research: positivistic, hermeneutic, dialogic, and monologic. The positivistic option has been the dominant paradigm employed by service scholars, suggesting service scholars need to apply the three alternative paradigms more as a means to enrich and extend the service research discipline. Research limitations/implications – There is a need to discuss the fundamental beliefs and worldviews (ontological and epistemological positions) guiding service research. Paradigms are critical determinants and drivers of good research. Originality/value – A new framework for analyzing paradigmatic foundations in service research and directions for the future design of service research studies is proposed. The suggested framework could inspire scholars to reflect on their ontological and epistemological foundations and provide paradigmatic guidance within service research. This provides a basis for continuous expansion of the service research field.
|
|
| 9. |
|
|
| 10. |
|
|
