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Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Michigan State Univ, USA.ORCID iD: 0000-0002-1673-8953
Northeastern Univ, Boston, MA, USA.
HEC Montreal, Montreal, Canada.
Utah State Univ, USA.
Show others and affiliations
2017 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 269-280Article in journal (Refereed) Published
Abstract [en]

Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.

Place, publisher, year, edition, pages
New York: Elsevier, 2017. Vol. 79, p. 269-280
Keywords [en]
Service research, Service experienc, Service encounters, Pre-core encounter, Core encounter, Post-core encounter
National Category
Business Administration Information Systems, Social aspects Design
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-65720DOI: 10.1016/j.jbusres.2017.04.014ISI: 000406983600026OAI: oai:DiVA.org:kau-65720DiVA, id: diva2:1175666
Available from: 2018-01-18 Created: 2018-01-18 Last updated: 2018-08-15Bibliographically approved

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Gustafsson, Anders

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