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.
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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