Handbook of Service Experience

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. -- Jochen Wirtz, National University of Singapore

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

Contents INTRODUCTION TO SERVICE EXPERIENCE 1 Setting the foundation of service experience in research and practice 2 Per Kristensson, Lars Witell, and Mohamed Zaki SERVICE EXPERIENCE CONCEPTUALIZATIONS 2 Customer experience: the touchpointcontextsqualities nomenclature 15 Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion, and Amanda Johnson 3 Service experiencing versus experiencing services 28 Christian Grnroos 4 The art experience triad: conceptual underpinnings and implications 37 Pekka Saarikorpi and Kristina Heinonen 5 Who is the individual and collective actor in service experience? 55 Anu Helkkula SERVICE EXPERIENCE DESIGN AND INNOVATION 6 How quality and innovation drive the service experience 68 Seidali Kurtmollaiev, Tor W. Andreassen, and Line Lervik-Olsen 7 Service innovation process development in public and private sector organisations 83 Ruusa Ligthart 8 Service innovation in the age of artificial intelligence: the case study of Dmotion method 104 Daniela Corsaro, Emma Zavarrone, and Valerio DAmico 9 Enhancing customer experience in digital servitization: the impact of service-dominant logic 120 Maria kesson, Nina Lfberg, and Brd Tronvoll 10 Co-therapy services to enhance patient experience design 131 Maria Francesca Renzi, Roberta Guglielmetti Mugion, Laura Di Pietro, and Veronica Ungaro SERVICE EXPERIENCE EMPOWERED BY TECHNOLOGY 11 The shift to fast-good service experience through digitalization: lessons from KFC 149 Gautam Jha, Jatin Chandwani, and Mohamed Zaki 12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots 163 Bente Peusen, Kars Mennens, and Dominik Mahr 13 Providing a personalised service experience using artificial intelligence 177 Jan H. Blmel and Mohamed Zaki 14 Human augmentation technology as a driver of enhanced service experiences 192 Kentaro Watanabe and Bach Quang Ho 15 Value opportunities for business models with digital twins 205 Erika Prn, Michael Grieves, and Mohamed Zaki 16 Co-designing sustainable productservice systems 218 Yusuke Kishita, Kentaro Watanabe, and Koji Kimita SERVICE EXPERIENCE RISKS AND ETHICS 17 Risky service experience? The role of risk in B2B customer journeys 230 Ekaterina Panina, Elina Jaakkola, and Harri Terho 18 Managing customer experiences in times of crisis 246 Brd Tronvoll and Bo Edvardsson 19 The AI-empowered dark patterns 259 Agnieszka Kitkowska 20 Frontline employee lying behaviour shaping the customer experience 273 Hannah Snyder and Lars Witell SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS 21 From dream to reality: a roadmap for customer experience management implementation 285 Yves Van Vaerenbergh, Ins Ferraz Teixeira, Britt Vancoetsem, and Dirk Frans 22 Extracting insights on service experiences from unstructured text data 302 Andrew S. Gallan and Rakesh Niraj 23 How service experience can shape customer churn from a service-dominant logic perspective 321 Carolina Martnez-Troncoso and David Daz Solis 24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience 337 Poja Shams and Nanouk Verhulst SERVICE EXPERIENCE AND SUSTAINABILITY 25 The customer reuse experience 353 Jenny Karlsson, Lars Witell, Klas Hedvall, and Carolina Camn 26 Service experience in the access economy: managing experiences in mobility services 363 Brenda Nansubuga, Christian Kowalkowski, and Hugo Guyader 27 Volunteer service experiences: the case of senior tour guides 380 Kunio Shirahada and Alan Wilson