Managing customer experiences in times of crisis

Bård Tronvoll and Bo Edvardsson

Chapter 18 in Handbook of Service Experience, 2025, pp 245-256 from Edward Elgar Publishing

Abstract: This chapter emphasizes the importance of managing customer experiences during times of crisis, particularly in service ecosystems where value cocreation is critical. The chapter uses three modalities of crisis - discontinuity, accessibility, and fragmentability - which affect how customers behave and how firms should respond. The firm must address uncertainties, communicate how it will support the customer, and engage employees and customers in a shared understanding of the situation. The text highlights the need for firms to understand social dynamics within the service ecosystem, identify key influences, and prioritize actions that maintain customer experiences. Effective crisis management involves engaging both employees and customers in a shared understanding of the situation to ensure a favorable customer experience.

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

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781035300198.00027 (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

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:eechap:21900_18

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

Access Statistics for this chapter

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