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 language | English |
|---|---|
| Title of host publication | ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics |
| Publisher | Association for Computing Machinery ACM |
| ISBN (Print) | 978-1-4503-4244-5 |
| DOIs | |
| Publication status | Published - 2016 |
| MoE publication type | A4 Article in a conference publication |
| Event | 34th European Conference on Cognitive Ergonomics, ECCE 2016 - Nottingham, United Kingdom Duration: 6 Sep 2016 → 8 Sep 2016 |
Conference
| Conference | 34th European Conference on Cognitive Ergonomics, ECCE 2016 |
|---|---|
| Abbreviated title | ECCE 2016 |
| Country | United Kingdom |
| City | Nottingham |
| Period | 6/09/16 → 8/09/16 |
Keywords
- service experience
- user experience
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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