Abstract
| 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 |
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Keywords
- service experience
- user experience
Cite this
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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
AU - Liinasuo, Marja
AU - Dittmar, Anke
AU - Kaasinen, Eija
PY - 2016
Y1 - 2016
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
ER -