Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Clay M. Voorhees, Paul W. Fombelle, Yany Gregoire, Sterling Bone, Anders Gustafsson, Rui Sousa and Travis Walkowiak

Journal of Business Research, 2017, vol. 79, issue C, 269-280

Abstract: Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.

Keywords: Service research; Service experience; Service encounters; Pre-core encounter; Core encounter; Post-core encounter (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (75)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:79:y:2017:i:c:p:269-280

DOI: 10.1016/j.jbusres.2017.04.014

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