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

    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