Handbook of Service Experience

Edited by Per Kristensson, Lars Witell and Mohamed Zaki

in Books from Edward Elgar Publishing

Abstract: This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience design, innovation and management in the digital era.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2025
ISBN: 9781035300181
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/view/book/9781035300198/9781035300198.xml (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

Chapters in this book:

Ch 1 Setting the foundation of service experience in research and practice , pp 2-13

Per Kristensson, Lars Witell and Mohamed Zaki

Ch 2 Customer experience: the touchpoint‒contexts‒qualities nomenclature , pp 15-27

Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion and Amanda Johnson

Ch 3 Service experiencing versus experiencing services , pp 28-36

Christian Grönroos

Ch 4 The art experience triad: conceptual underpinnings and implications , pp 37-53

Pekka Saarikorpi and Kristina Heinonen

Ch 5 Who is the individual and collective actor in service experience? , pp 54-65

Anu Helkkula

Ch 6 How quality and innovation drive the service experience , pp 67-81

Seidali Kurtmollaiev, Tor W. Andreassen and Line Lervik-Olsen

Ch 7 Service innovation process development in public and private sector organisations , pp 82-102

Ruusa Ligthart

Ch 8 Service innovation in the age of artificial intelligence: the case study of D*motion method , pp 103-118

Daniela Corsaro, Emma Zavarrone and Valerio D’Amico

Ch 9 Enhancing customer experience in digital servitization: the impact of service-dominant logic , pp 119-129

Maria Åkesson, Nina Löfberg and Bård Tronvoll

Ch 10 Co-therapy services to enhance patient experience design , pp 130-146

Maria Francesca Renzi, Roberta Guglielmetti Mugion, Laura Di Pietro and Veronica Ungaro

Ch 11 The shift to fast-good service experience through digitalization: lessons from KFC , pp 148-161

Gautam Jha, Jatin Chandwani and Mohamed Zaki

Ch 12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots , pp 162-175

Bente Peusen, Kars Mennens and Dominik Mahr

Ch 13 Providing a personalised service experience using artificial intelligence , pp 176-190

Jan H. Blümel and Mohamed Zaki

Ch 14 Human augmentation technology as a driver of enhanced service experiences , pp 191-203

Kentaro Watanabe and Bach Quang Ho

Ch 15 Value opportunities for business models with digital twins , pp 204-216

Erika Pärn, Michael Grieves and Mohamed Zaki

Ch 16 Co-designing sustainable product–service systems , pp 217-227

Yusuke Kishita, Kentaro Watanabe and Koji Kimita

Ch 17 Risky service experience? The role of risk in B2B customer journeys , pp 229-244

Ekaterina Panina, Elina Jaakkola and Harri Terho

Ch 18 Managing customer experiences in times of crisis , pp 245-256

Bård Tronvoll and Bo Edvardsson

Ch 19 The AI-empowered dark patterns , pp 257-270

Agnieszka Kitkowska

Ch 20 Frontline employee lying behaviour shaping the customer experience , pp 271-281

Hannah Snyder and Lars Witell

Ch 21 From dream to reality: a roadmap for customer experience management implementation , pp 283-299

Yves Van Vaerenbergh, Inês Ferraz Teixeira, Britt Vancoetsem and Dirk Frans

Ch 22 Extracting insights on service experiences from unstructured text data , pp 300-319

Andrew S. Gallan and Rakesh Niraj

Ch 23 How service experience can shape customer churn from a service-dominant logic perspective , pp 320-335

Carolina Martínez-Troncoso and David Díaz Solis

Ch 24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience , pp 336-350

Poja Shams and Nanouk Verhulst

Ch 25 The customer reuse experience , pp 352-361

Jenny Karlsson, Lars Witell, Klas Hedvall and Carolina Camén

Ch 26 Service experience in the access economy: managing experiences in mobility services , pp 362-378

Brenda Nansubuga, Christian Kowalkowski and Hugo Guyader

Ch 27 Volunteer service experiences: the case of senior tour guides , pp 379-395

Kunio Shirahada and Alan Wilson

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eebook:21900

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this book

More books in Books from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().