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Setting the foundation of service experience in research and practice

In: Handbook of Service Experience

Author

Listed:
  • Per Kristensson
  • Lars Witell
  • Mohamed Zaki

Abstract

Service experience is a core concept of service research and a key to understand consumption of both product and services. An experience can be viewed from multiple perspectives, it is multidimensional and is a part of the customer journey. Digitalization and technology is changing the nature of the service experience and creates challenges that managers face when innovating, designing and managing service provision. This book chapter describes the foundation of the theoretical concept of service experience as well as provide an overview of the Handbook. After reading the Handbook, you should have both theoretical knowledge and state-of-the-art knowledge about how to manage and analyze the service experience of your customers.

Suggested Citation

  • Per Kristensson & Lars Witell & Mohamed Zaki, 2025. "Setting the foundation of service experience in research and practice," Chapters, in: Per Kristensson & Lars Witell & Mohamed Zaki (ed.), Handbook of Service Experience, chapter 1, pages 2-13, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21900_1
    as

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    File URL: https://www.elgaronline.com/doi/10.4337/9781035300198.00006
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