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 |
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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 |
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Abbreviated title | ECCE 2016 |
Country | United Kingdom |
City | Nottingham |
Period | 6/09/16 → 8/09/16 |
Keywords
- service experience
- user experience