Setting the foundation of service experience in research and practice

Per Kristensson, Lars Witell and Mohamed Zaki

Chapter 1 in Handbook of Service Experience, 2025, pp 2-13 from Edward Elgar Publishing

Abstract: Service experience is a core concept of service research and a key to understand consumption of both product and services. An experience can be viewed from multiple perspectives, it is multidimensional and is a part of the customer journey. Digitalization and technology is changing the nature of the service experience and creates challenges that managers face when innovating, designing and managing service provision. This book chapter describes the foundation of the theoretical concept of service experience as well as provide an overview of the Handbook. After reading the Handbook, you should have both theoretical knowledge and state-of-the-art knowledge about how to manage and analyze the service experience of your customers.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2025
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