A study on qualities of service experience and implications for user experience research

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

    1 Citation (Scopus)

    Abstract

    This study is focused on business-to-business services, characterized by many different touchpoints and complex networks of actors. Following a phenomenological and an outcome-based approach, seven customer representatives were interviewed about their service experiences regarding the same single supplier company. The results suggest that the diverse individual experiences are influenced by a variety of factors. The results also give evidence that in business-to-business services, an individual viewpoint of service experience is too narrow as many experiences seem to be mediated and co-created. This suggests changes are required in service experience research.
    Original languageEnglish
    Title of host publicationECCE '16 Proceedings of the European Conference on Cognitive Ergonomics
    PublisherAssociation for Computing Machinery ACM
    ISBN (Print)978-1-4503-4244-5
    DOIs
    Publication statusPublished - 2016
    MoE publication typeA4 Article in a conference publication
    Event34th European Conference on Cognitive Ergonomics, ECCE 2016 - Nottingham, United Kingdom
    Duration: 6 Sep 20168 Sep 2016

    Conference

    Conference34th European Conference on Cognitive Ergonomics, ECCE 2016
    Abbreviated titleECCE 2016
    CountryUnited Kingdom
    CityNottingham
    Period6/09/168/09/16

    Fingerprint

    Service experience
    User experience
    Quality of service
    Business-to-business services
    Factors
    Suppliers
    Complex networks

    Keywords

    • service experience
    • user experience

    Cite this

    Liinasuo, M., Dittmar, A., & Kaasinen, E. (2016). A study on qualities of service experience and implications for user experience research. In ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics [6] Association for Computing Machinery ACM. https://doi.org/10.1145/2970930.2970937
    Liinasuo, Marja ; Dittmar, Anke ; Kaasinen, Eija. / A study on qualities of service experience and implications for user experience research. ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics. Association for Computing Machinery ACM, 2016.
    @inproceedings{63ae8f6f62194ecfacc83041f61f23ab,
    title = "A study on qualities of service experience and implications for user experience research",
    abstract = "This study is focused on business-to-business services, characterized by many different touchpoints and complex networks of actors. Following a phenomenological and an outcome-based approach, seven customer representatives were interviewed about their service experiences regarding the same single supplier company. The results suggest that the diverse individual experiences are influenced by a variety of factors. The results also give evidence that in business-to-business services, an individual viewpoint of service experience is too narrow as many experiences seem to be mediated and co-created. This suggests changes are required in service experience research.",
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    Liinasuo, M, Dittmar, A & Kaasinen, E 2016, A study on qualities of service experience and implications for user experience research. in ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics., 6, Association for Computing Machinery ACM, 34th European Conference on Cognitive Ergonomics, ECCE 2016, Nottingham, United Kingdom, 6/09/16. https://doi.org/10.1145/2970930.2970937

    A study on qualities of service experience and implications for user experience research. / Liinasuo, Marja; Dittmar, Anke; Kaasinen, Eija.

    ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics. Association for Computing Machinery ACM, 2016. 6.

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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    Liinasuo M, Dittmar A, Kaasinen E. A study on qualities of service experience and implications for user experience research. In ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics. Association for Computing Machinery ACM. 2016. 6 https://doi.org/10.1145/2970930.2970937