Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
The role and design of the service environment in creating favourable customer experiences
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
2008 (English)Conference paper, Published paper (Other academic)
Abstract [en]

The important role of the environment in service experiences is well established and accounted for in the marketing literature. Several theoretical frameworks and concepts have been suggested such as the servicescape. So far, the empirical studies have mainly focused on the effects of single variables, like music, scent or signage. Consequently, further empirical and conceptual research is needed with a holistic view. This paper contributes to this knowledge gap by building on a recent conceptualization of the experience room model. The aim of the study is to further explore design dimensions of an experience room. We examine the role of the experience room dimensions in the processes that result in the cocreation of value-in-use, while investigating their relative importance.

Place, publisher, year, edition, pages
Linköping, Sweden: Linköping University Electronic Press, 2008. 13 pages- p.
Series
Linköping Electronic Conference Proceedings, ISSN 1650-3686 (print), 1650-3740 (online) ; 033
Keyword [en]
Service experience, experience room, design dimensions, experience map
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-14432OAI: oai:DiVA.org:kau-14432DiVA: diva2:542529
Conference
11th QMOD Conference Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to Sustainable Excellence, 20–22 August, 2008 in Helsingborg, Sweden
Note

Part of thesis: Customer experiences of resource integration

Available from: 2012-09-03 Created: 2012-08-01 Last updated: 2015-05-27Bibliographically approved
In thesis
1. Customer experiences of resource integration: Reframing servicescapes using scripts and practices
Open this publication in new window or tab >>Customer experiences of resource integration: Reframing servicescapes using scripts and practices
2012 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

It is widely acknowledged that value can be regarded as interactively formed by customers through the integration of a variety of resources. However, it is difficult to find service research that takes these concepts seriously in empirical studies. Consequently, the aim of this thesis is to present an empirically grounded understanding of how customer resource integration takes place in practice and how customers experience their resource integration. By collecting data of public transport customers through qualitative diaries, interviews, and video recordings of situated action in addition to a survey, the thesis draws on script and practice theory.

The main contribution of the thesis is an empirically grounded model of customer experience of resource integration, which can be summarized in six propositions: (a) customers can acquire four different types of scripts: generic, incongruent, rigid, or transformative; (b) the script types are implicit parts of interactive value practices, which emerge as navigating and ticketing in the empirical context of public transport; (c) the interactive value practices are constellations of the resource integration activities of identifying, sense-making, and using, which customers focus on to varying extents, depending on their acquired script; (d) during or after interactive value formation customers potentially update their scripts; (e) customer processes, other customers, the physical environment, contact personnel, provider processes, and the wider environment all form the context of the service, but can also be resources that the customer integrates; and (f) the customer experience is a holistic evaluation of the interactive value formation and can be understood as consisting of three dimensions: a cognitive evaluation and two affective evaluations, positive activation and positive deactivation. As such, I reframe the notion of the servicescape in order for it to be more attuned to the perspective of interactive value formation and resource integration.

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2012. 68 p.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2012:38
Keyword
Customer experience, resource integration, interactive value formation, servicescape, microethnography, public transport
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-14436 (URN)978-91-7063-445-1 (ISBN)
Public defence
2012-09-28, Agardhsalen, 11D257, Karlstads universitet, Karlstad, 13:15 (Swedish)
Opponent
Supervisors
Available from: 2012-09-03 Created: 2012-08-01 Last updated: 2015-05-27Bibliographically approved

Open Access in DiVA

fulltext(153 kB)256 downloads
File information
File name FULLTEXT03.pdfFile size 153 kBChecksum SHA-512
119a175d0f55c795e6b45f6086682bf53136163995adab108fd63a1ca525a2b5240526704521e6b32b7f972d6c86a801802b34f9b380f57cf8fb094640cbd8e5
Type fulltextMimetype application/pdf

Other links

Fulltext_Pareigis_et_al

Search in DiVA

By author/editor
Pareigis, JörgEdvardsson, BoEnquist, Bo
By organisation
Service Research Center
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 256 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 266 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf