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

Marja Liinasuo; Anke Dittmar; Eija Kaasinen

doi:10.1145/2970930.2970937

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

Marja Liinasuo, Anke Dittmar, Eija Kaasinen

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-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 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	https://doi.org/10.1145/2970930.2970937
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/Territory	United Kingdom
City	Nottingham
Period	6/09/16 → 8/09/16

Keywords

service experience
user experience

Access to Document

10.1145/2970930.2970937

Cite this

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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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author = "Marja Liinasuo and Anke Dittmar and Eija Kaasinen",

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booktitle = "ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics",

publisher = "Association for Computing Machinery ACM",

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note = "34th European Conference on Cognitive Ergonomics, ECCE 2016, ECCE 2016 ; Conference date: 06-09-2016 Through 08-09-2016",

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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 proceeding › Conference article in proceedings › Scientific › peer-review

TY - GEN

T1 - A study on qualities of service experience and implications for user experience research

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AU - Dittmar, Anke

AU - Kaasinen, Eija

PY - 2016

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N2 - 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.

AB - 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.

KW - service experience

KW - user experience

U2 - 10.1145/2970930.2970937

DO - 10.1145/2970930.2970937

M3 - Conference article in proceedings

SN - 978-1-4503-4244-5

BT - ECCE '16 Proceedings of the European Conference on Cognitive Ergonomics

PB - Association for Computing Machinery ACM

T2 - 34th European Conference on Cognitive Ergonomics, ECCE 2016

Y2 - 6 September 2016 through 8 September 2016

ER -

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

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Keywords

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