How quality and innovation drive the service experience

Seidali Kurtmollaiev, Tor W. Andreassen and Line Lervik-Olsen

Chapter 6 in Handbook of Service Experience, 2025, pp 67-81 from Edward Elgar Publishing

Abstract: This chapter delves into the interconnected relationship between quality and innovation as fundamental drivers of superior service experience. It argues that, while quality acts as a necessary precursor, fostering satisfaction and aligning with customer expectations, it is not solely sufficient for crafting memorable and unique service experiences. Innovation, on the other hand, serves as a catalyst that not only complements quality but also introduces elements of surprise and engagement, necessary for sustaining customer interest and loyalty. By integrating service logic with a customer-centric perspective, the chapter redefines quality and innovation from the standpoint of value creation. It further explores how these dimensions interplay across various stages of customer interaction - from value proposition and realization to relationship experience and interaction space. The narrative concludes that a synergistic approach, leveraging both quality and innovation, is crucial for businesses to stay relevant and competitive in the evolving market landscape.

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