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Service encounters,...
Service encounters, experiences and the customer journey : Defining the field and a call to expand our lens
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- Voorhees, Clay M. (författare)
- Michigan State University, USA
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- Fombelle, Paul W. (författare)
- Northeastern University, USA
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- Gregoire, Yany (författare)
- HEC Montreal, Canada
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- Bone, Sterling (författare)
- Utah State University, USA
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- Gustafsson, Anders, 1964- (författare)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013)
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- Sousa, Rui (författare)
- Catholic University of Portugal, Portugal
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- Walkowiak, Travis (författare)
- Michigan State University, USA
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(creator_code:org_t)
- New York : Elsevier, 2017
- 2017
- Engelska.
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Ingår i: Journal of Business Research. - New York : Elsevier. - 0148-2963 .- 1873-7978. ; 79, s. 269-280
- Relaterad länk:
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https://doi.org/10.1...
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https://kau.diva-por... (primary) (Raw object)
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https://doi.org/10.1...
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Ämnesord
Stäng
- Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Information Systems, Social aspects (hsv//eng)
- HUMANIORA -- Konst -- Design (hsv//swe)
- HUMANITIES -- Arts -- Design (hsv//eng)
Nyckelord
- Service research
- Service experienc
- Service encounters
- Pre-core encounter
- Core encounter
- Post-core encounter
- Business Administration
- Företagsekonomi
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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