Value in use through service experience

• Purpose – The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use. Design/methodology/approach – The article is conceptual and suggests a new theoretical frame of reference describing value in use through service experience in technology-based services. Findings – According to this article, a service experience is the total functional and emotional value of a consumed service. The service experience is unique to every individual customer and the service consumption situation. Value in use is the cognitive evaluation of the service experience. Research limitations/implications – The framework is discussed in the context of technology-based services and will provide a basis for future research. Empirical studies are called for concerning service experiences in different kinds of service contexts. Originality/value – This article contributes a new framework, illustrating the service experience, which dimensions influence the service experience, and how it is linked to value. The framework is placed in a context of technology-based services. Unique to these kinds of services is a lack of personal interaction between the service producer and the customer.

Subject headings

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Keyword

Customer satisfaction

Functional differentiation

Services

Value-in-use pricing

Business Administration

Företagsekonomi

Publication and Content Type

ref (subject category)

art (subject category)