The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda

Wided Batat () and Wafa Hammedi
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Wided Batat: COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne, Métis Lab EM Normandie - EM Normandie - École de Management de Normandie = EM Normandie Business School
Wafa Hammedi: NADI - Namur Digital Institute - UNamur - Université de Namur [Namur]

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Abstract: Purpose Because new-age technologies are gaining a broader interest among service scholars and practitioners, it is critical to identify these technologies and examine the roles they play. The examination needs to be conducted to design engaging customer and service experiences in new phygital settings that connect physical and digital environments. This review article aims to provide researchers with a new comprehensive and integrative extended reality technology (ERT) framework. The framework serves as the basis for an all-inclusive view of ERT types in order to explore the different types of technology used to design phygital customer and service experiences. Design/methodology/approach This article reviews prior works on the role technology plays in terms of customer experiences across various fields of research, including consumer, marketing and service literature. Adopting an experiential and phygital perspective as well as considering a consumer standpoint, this article defines the scope of the ERT framework by identifying categories of new-age technologies and their effects related to the design of phygital customer and service experiences. Findings The ERT framework proposed in this article offers directions for future research by adopting an experiential approach to technologies in order to categorize additional technological devices, platforms and tools that can be considered in the design of phygital experiences following several extension processes. These processes can enhance the cognitive, social, sensory and contextual dimensions of the phygital experience and thus create a continuum in terms of customer value from physical to digital settings and vice versa. Research limitations/implications Companies and service providers may benefit from a new, comprehensive, focused framework that assembles different types of technology. The technologies can be utilized to design engaging customer and service experiences that deliver customer value from physical to digital spaces and inversely. Originality/value No prior works have proposed a comprehensive ERT framework for service research following an experiential perspective and a consumer view of the experience occurring in a new setting: phygital. By embracing the ERT framework provided in this article, future service scholars can examine the dynamics and types of technologies that can positively or negatively affect the design of consumption and service experiences in phygital settings.

Keywords: Customer experience; Service experience design; Phygital; ERT framework; Extended reality technologies (ERTs) (search for similar items in EconPapers)
Date: 2022-10-06
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Published in Journal of Service Management, 2022, 34 (1), pp.10-33. ⟨10.1108/JOSM-08-2022-0289⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04430828

DOI: 10.1108/JOSM-08-2022-0289

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