Handbook of Service Experience

Edited by Per Kristensson, Professor of Psychology, Service Research Center, Karlstad University, Lars Witell, Professor of Business Administration, Linköping University, Sweden and Mohamed Zaki, Professor, Cambridge Service Alliance, Institute for Manufacturing, University of Cambridge, UK

‘The service experience has become critical for competitiveness and differentiation, especially so with the increasing digitization of many services. Per Kristensson, Lars Witell and Mohamed Zaki have done a wonderful job in bringing the preeminent thought leaders on this top topic together to share their state-of-the-art knowledge. Anyone with an interest in how to innovate, design, implement and manage customer experiences will find this book to be a treasure trove.’

• ContentsINTRODUCTION TO SERVICE EXPERIENCE1 Setting the foundation of service experience in research and practice 2Per Kristensson, Lars Witell, and Mohamed ZakiSERVICE EXPERIENCE CONCEPTUALIZATIONS2 Customer experience: the touchpoint‒contexts‒qualities nomenclature 15Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion, and Amanda Johnson3 Service experiencing versus experiencing services 28Christian Grönroos4 The art experience triad: conceptual underpinnings and implications 37Pekka Saarikorpi and Kristina Heinonen5 Who is the individual and collective actor in service experience? 55Anu HelkkulaSERVICE EXPERIENCE DESIGN AND INNOVATION6 How quality and innovation drive the service experience 68Seidali Kurtmollaiev, Tor W. Andreassen, and Line Lervik-Olsen7 Service innovation process development in public and private sector organisations 83Ruusa Ligthart8 Service innovation in the age of artificial intelligence: the case study of Dmotion method 104Daniela Corsaro, Emma Zavarrone, and Valerio D’Amico9 Enhancing customer experience in digital servitization: the impact of service-dominant logic 120Maria Åkesson, Nina Löfberg, and Bård Tronvoll10 Co-therapy services to enhance patient experience design 131Maria Francesca Renzi, Roberta Guglielmetti Mugion, Laura Di Pietro, and Veronica UngaroSERVICE EXPERIENCE EMPOWERED BY TECHNOLOGY11 The shift to fast-good service experience through digitalization: lessons from KFC 149G�a�u�t�a�m� �J�h�a�,� �J�a�t�i�n� �C�h�a�n�d�w�a�n�i�,� �a�n�d� �M�o�h�a�m�e�d� �Z�a�k�i�12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163B�e�n�t�e� �P�e�u�s�e�n�,� �K�a�r�s� �M�e�n�n�e�n�s�,� �a�n�d� �D�o�m�i�n�i�k� �M�a�h�r�13 Providing a personalised service experience using artificial intelligence 177J�a�n� �H�.� �B�l�üm�e�l� �a�n�d� �M�o�h�a�m�e�d� �Z�a�k�i�14 Human augmentation technology as a driver of enhanced service experiences 192K�e�n�t�a�r�o� �W�a�t�a�n�a�b�e� �a�n�d� �B�a�c�h� �Q�u�a�n�g� �H�o�15 Value opportunities for business models with digital twins 205E�r�i�k�a� �P�är�n�,� �M�i�c�h�a�e�l� �G�r�i�e�v�e�s�,� �a�n�d� �M�o�h�a�m�e�d� �Z�a�k�i�16 Co-designing sustainable product–service systems 218Y�u�s�u�k�e� �K�i�s�h�i�t�a�,� �K�e�n�t�a�r�o� �W�a�t�a�n�a�b�e�,� �a�n�d� �K�o�j�i� �K�i�m�i�t�a�SERVICE EXPERIENCE RISKS AND ETHICS17 Risky service experience? The role of risk in B2B customer journeys 230E�k�a�t�e�r�i�n�a� �P�a�n�i�n�a�,� �E�l�i�n�a� �J�a�a�k�k�o�l�a�,� �a�n�d� �H�a�r�r�i� �T�e�r�h�o�18 Managing customer experiences in times of crisis 246B�år�d� �T�r�o�n�v�o�l�l� �a�n�d� �B�o� �E�d�v�a�r�d�s�s�o�n�19 The AI-empowered dark patterns 259A�g�n�i�e�s�z�k�a� �K�i�t�k�o�w�s�k�a�20 Frontline employee lying behaviour shaping the customer experience 273H�a�n�n�a�h� �S�n�y�d�e�r� �a�n�d� �L�a�r�s� �W�i�t�e�l�l�SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS21 From dream to reality: a roadmap for customer experience management implementation 285Y�v�e�s� �V�a�n� �V�a�e�r�e�n�b�e�r�g�h�,� �I�n�ês� �F�e�r�r�a�z� �T�e�i�x�e�i�r�a�,� �B�r�i�t�t� �V�a�n�c�o�e�t�s�e�m�,� �a�n�d� �D�i�r�k� �F�r�a�n�s�22 Extracting insights on service experiences from unstructured text data 302A�n�d�r�e�w� �S�.� �G�a�l�l�a�n� �a�n�d� �R�a�k�e�s�h� �N�i�r�a�j�23 How service experience can shape customer churn from a service-dominant logic perspective 321C�a�r�o�l�i�n�a� �M�a�r�t�ín�e�z�-�T�r�o�n�c�o�s�o� �a�n�d� �D�a�v�i�d� �D�ía�z� �S�o�l�i�s�24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337Poja Shams and Nanouk Verhulst SERVICE EXPERIENCE AND SUSTAINABILITY25 The customer reuse experience 353Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camén26 Service experience in the access economy: managing experiences in mobility services 363Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader27 Volunteer service experiences: the case of senior tour guides 380Kunio Shirahada and Alan Wilson