PostprintThis is the accepted version of a paper published in Journal of Service Management. This paper has been peer-reviewed but does not include the final publisher proof-corrections or journal pagination.Citation for the original published paper (version of record):Pareigis, J., Echeverri, P., Edvardsson, B. (2012) Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Abstract:Purpose -The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodology/approach -The paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a micro-ethnographic approach, using think-aloud protocols and video documentation. Findings -The results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense-making, and using, which, depending on the empirical context, form two main customer process practicesnavigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed. Practical implications -Managers should focus on making the servicescape design intuitive, meaningful and easy to use for their customers and, depending on the empirical context, support the customer processes of finding one's way and ticketing. Limitations/Future research -While the conceptual framework is arguably applicable also to other servicescape processes and thus has the capacity to explain how a wide range of customer experiences are formed, the study is based on one industry. Consequently, it would be worthwhile to verify our framework in different service settings. Originality/value -The study is novel by applying a micro-ethnological research approach in order to provide a systematic empirical analysis of how constellations of activities and interactions in servicescape processes create customer responses and thus form the customer's service experience.

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PurposeThe aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent conceptualization of the experience room.Design/methodology/approachPublic transport travellers were provided with a public transport travel diary and were encouraged to make detailed notes about their service experience during their journey. The diaries were than transcribed and coded in NVivo8 using a constant comparative method.FindingsThe qualitative analysis of the public transport travel diaries revealed six emerging themes of service experience: customer processes, other customers, physical environment, contact personnel, provider processes and wider environment. The interplay between these themes is what forms the service experience of customers. The inductive analysis of the empirical material contextualizes the experience room model in a utilitarian and facility‐driven service. This deductive analysis of 100 customer experiences shows that the dimensions customer involvement, customer placement and physical artefacts are most important for the customer's service experience in this context.Originality/valueThis paper offers a set of important empirically based customer experience dimensions with public transport. The paper also provides a contextualization of a theoretical model, the experience room model. The contribution results show the importance of interactions with other customers and the physical environment for the customer's experience.

The relationship between office type and job satisfaction: Testing a multiple mediation model through ease of interaction and well-being by Otterbring T, Pareigis J, Wästlund E, Makrygiannis A, Lindström A Employees who work in open-plan offices reported lower levels of job satisfaction, subjective well-being, and ease of interaction with co-workers than employees who work in cellular or shared-room offices. Therefore, decision-makers should consider the impact of open office environment on employees rather than focusing solely on cost-effective office layout, flexibility, and productivity. Short communication Scand J Work Environ Health. 2018;44(3):330-334. doi:10.5271/sjweh.3707 The relationship between office type and job satisfaction: Testing a multiple mediation model through ease of interaction and well-being Methods A brief survey including measures of office type, ease of interaction with coworkers, subjective wellbeing, and job satisfaction was sent electronically to 1500 Swedish real-estate agents, 271 of whom returned usable surveys. The data were analyzed using a regression-based serial multiple mediation model (PROCESS Model 6), which tested whether the relationship between office type and job satisfaction would be mediated by ease of interaction and, in turn, subjective well-being. AffiliationResults A negative relationship was found between the number of coworkers sharing an office and employees' job satisfaction. This association was serially mediated by ease of interaction with coworkers and subjective well-being, with employees working in small and medium-sized open-plan offices reporting lower levels of both these aspects than employees who work in either cellular or shared-room offices.Conclusions Open-plan offices may have short-term financial benefits, but these benefits may be lower than the costs associated with decreased job satisfaction and well-being. Therefore, decision-makers should consider the impact of office type on employees rather than focusing solely on cost-effective office layout, flexibility, and productivity.

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