Circularity of customer service experience and customer perceived value

Helkkula, Anu; Kelleher, Carol

doi:10.1362/147539210x497611

Cited by 144 publications

(151 citation statements)

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“…Therefore, the present research follows Moeller et al's (2013) recommendation that further emphasis should be placed on the customer as creator of value, and also that the service provider and other customers be viewed as facilitators of that value creation. The S-D Logic proposes that value is always uniquely and phenomenologically determined and therefore, the customer experience and value creation are intertwined, whereby the social context, customer inner dialogue, and identities determine value creation (Helkkula & Kelleher, 2010). An understanding of the customer perspective on their roles is even more necessary in an SST context where the customer not only evaluates the service outcome, but also co-produces the core service offering, thus determining the outcome (Hilton et al, 2013).…”

Section: S-d Logic and Customer Roles In Servicementioning

confidence: 99%

Customer Roles in Self-Service Technology Encounters in a Tourism Context

Kelly

Lawlor²,

Mulvey

2016

Journal of Travel & Tourism Marketing

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This paper reports on a study which explored the customer perspective on their roles in SST encounters in a tourism context, through the theoretical lens of service-dominant logic. The study employed short qualitative interviews with airline passengers at an international airport.The findings suggest that customers can assume six roles in an SST encounter which can be viewed as either positive or negative in terms of value creation. Therefore, a key contribution of this paper is the development of a role-experience continuum which depicts the variations in customer experiences of value creation in a tourism context.

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Section: S-d Logic and Customer Roles In Servicementioning

confidence: 99%

Customer Roles in Self-Service Technology Encounters in a Tourism Context

Kelly

Lawlor²,

Mulvey

2016

Journal of Travel & Tourism Marketing

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“…Managers and services researchers agree on the importance of understanding customers' value-creation processes, but the complexity of service processes (Helkkula and Kelleher, 2010) and the elusiveness of value (Carù and Cova, 2003) contribute to render this understanding a challenge for service research. From a managerial perspective, this means that psychological distance could make customers less willing to interact with the company, less interested in co-creating value during the interaction and less likely to appreciate the value after the interaction.…”

Section: Discussionmentioning

confidence: 99%

The role of psychological distance in value creation

Holmqvist

Guest

Grönroos

2015

Management Decision

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Purpose -The field of service research has devoted considerable attention to the customer's role as value creator, but there is a lack of research on understanding customers' psychological processes in value creation. This paper highlights the importance of psychological distance in value-creation processes. Psychological distance is the customer's perceived distance from service interactions in terms of spatial distance, temporal distance social distance and hypothetical distance. Critically, psychological distance influences cognitive processes and can influence how customers think and feel about the service interaction. An appreciation of psychological distance within service contexts can help managers to tailor the interaction in order to facilitate value creation.Methodology/approach -In this conceptual paper, we build on psychology research and service research to develop seven propositions that explore how psychological distance can operate within service interactions and how this might influence value creation.Findings -We divide the propositions into three sections. The first concerns how perceived psychological distance from the service interaction can act as a barrier to entering a service interaction. In particular, we consider the influence of social distance and spatial distance within the context of service interactions. The second section examines how psychological distance to the expected point of service use can influence how customers construe the service and the value creation. The third aspect addresses customer-specific characteristics that can impact on value creation by influencing perceived psychological distance toward the service.Research implications -Existing research suggests that customers ultimately decide if value is created in the interaction. This paper proposes that perceived psychological distance influences customers' value creation by examining the service interaction from the customer perspective. We suggest that complex context-specific features of the service interaction can be understood by considering psychological distance from the service interaction and from the service itself and evaluating how this impacts on value-creation processes.Practical implications -From a practical point of view, the paper helps managers to better understand how to manage the service interaction with customers by identifying psychological antecedents of customer value creation.Originality/value -The paper introduces the notion of psychological distance into service research about value, proposing that the customer's role in creating value in interactions with the service provider is influenced by the psychological distance to the interaction and to the service offered in this interaction.

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“…2012). Müşteriler için değer kavramının derinliklerine inildiğinde ise sadece fonksiyonel ya da ekonomik olarak edindikleri faydalar değil çoğunlukla tüketim esnasında yaşadıkları deneyimler sonucu duygusal, sosyal, çevresel ve etik olarak zihinlerinde oluşan bir anlam kazandığı gözlemlenmiştir (Helkkula ve Kelleher, 2010;Barnes, 2003). Bu tanımla değer kavramı müşterinin tüketim esnasında tamamen öznel olan davranışları, tutumları ve yargıları ile deneyimlediği bir süreç olarak açıklanmaya çalışılmıştır (Echeverri ve Skålen, 2011).…”

Section: Yazın Taraması a Değer Kavramı Ve Değer Yaratmaunclassified

beykozakademi

akademi¹

2013

BYK.m.21478082

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Circularity of customer service experience and customer perceived value

Cited by 144 publications

References 0 publications

Customer Roles in Self-Service Technology Encounters in a Tourism Context

Customer Roles in Self-Service Technology Encounters in a Tourism Context

The role of psychological distance in value creation

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