Who is the individual and collective actor in service experience?

Anu Helkkula

Chapter 5 in Handbook of Service Experience, 2025, pp 54-65 from Edward Elgar Publishing

Abstract: The experiential approach has been a game-changer in marketing management and service research and practice. While service experience is primarily understood as customer service experience, research does not always explicitly identify who experiences the service. This chapter elaborates on the identity of the actor in service experience and its actor sub-categories and presents an actor-focused typology of service experience based on the phenomenological approach. My aim is to assist both research and practice in distinguishing service experience from actor experience, customer experience, consumer experience, user experience, citizen experience and service provider experience. Furthermore, the chapter distinguishes between actor experiences and experiences related to phenomena, such as value experiences.

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