Creating a commercially compelling smart service encounter

Tseng-Lung Huang ()
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Tseng-Lung Huang: Yuan Ze University

Service Business, 2018, vol. 12, issue 2, No 6, 357-377

Abstract: Abstract This study explores the nature and characteristics of smart service encounters and their impact on customer value and price premiums using a task-based laboratory experiment and analyzing 232 valid questionnaire responses. The responses were analyzed using structural equation modeling to test the hypotheses. The empirical results revealed that a smart service encounter incorporates audiovisual, haptic, rehearsability, symbol sets, and reprocessability elements, and increases consumers’ willingness to pay a price premium via hedonic, functional, and social value. Service businesses can create commercially compelling smart service encounters that maximize earnings and profits based on these findings.

Keywords: Smart service encounter; Customer value; Willingness to pay a price premium (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s11628-017-0351-8

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