From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services

Andreina Mandelli () and Antonella Rocca ()
Additional contact information
Andreina Mandelli: Università della Svizzera italiana
Antonella Rocca: Università della Svizzera italiana

Chapter 9 in Managing Consumer Services, 2014, pp 151-190 from Springer

Abstract: Abstract The aim of this chapter is to explore a new conceptualization of the impact of digital technology on service experiences and relationships, based on both empirical observations and existing theories. We start by illustrating relevant examples and practices (retailing, tourism, education, financial services, restaurants …) in what we consider “digitally augmented services”; services where digital technologies augment the potential for value creation and co-creation (value in use) in mixed realities. We discuss these practices using theories developed in both marketing and communication studies, considering that the locus of innovation is in new forms of interaction possible through technology. The last part of this work discusses the managerial implications of the new conceptual framework.

Keywords: Augmented Reality; Digital Technology; Service Innovation; Service Experience; Service Encounter (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:sprchp:978-3-319-04289-3_9

Ordering information: This item can be ordered from
http://www.springer.com/9783319042893

DOI: 10.1007/978-3-319-04289-3_9

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().