Value in use through service experience

Abstract

Purpose -The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use. Design/methodology/approach -The article is conceptual and suggests a new theoretical frame of reference describing value in use through service experience in technology-based services. Findings -According to this article, a service experience is the total functional and emotional value of a consumed service. The service experience is unique to every individual customer and the service consumption situation. Value in use is the cognitive evaluation of the service experience.Research limitations/implications -The framework is discussed in the context of technology-based services and will provide a basis for future research. Empirical studies are called for concerning service experiences in different kinds of service contexts. Originality/value -This article contributes a new framework, illustrating the service experience, which dimensions influence the service experience, and how it is linked to value. The framework is placed in a context of technology-based services. Unique to these kinds of services is a lack of personal interaction between the service producer and the customer.

Smart technologies for personalized experiences: a case study in the hospitality domain

“…The significance of the concept of personalization has been acknowledged in the literature, such as mobile services personalized for tourism (Poslad et al, 2001), mobile tour guides for personalized routes (Schmidt-Rauch & Schwabe, 2013), user personalized content destination marketing (Matloka & Buhalis, 2010) as well as technology-mediated personalization (Shen & Ball, 2009). This study, by exploring the opportunities of smart technology for personalized experiences, is in line with previous research, which claims that information technologies can be used to foster richer (Tussyadiah & Fesenmaier, 2007) and more personalized experiences (Niininen et al, 2007;Sandström, Edvardsson, Kristensson & Magnusson, 2008). The innovative case of the HGRM solution Document,page 15/24 demonstrates that technology, when fulfilling some key requirements, can provide a key instrument to facilitate consumer centricity and allow consumers to personalise their own products, services and experiences.…”

The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

“…According to this perspective, value is cocreated with the customer and is realized when a good or service is used, making customer experiences crucial to their perception of value-in-use, rather than embedded in goods or services (Klaus & Maklan, 2012;Prahalad & Ramaswamy, 2004;Sandström et al, 2008). Customer experience management has thus become a crucial element for developing and sustaining customer satisfaction and loyalty (Chakravorti, 2011).…”

“…Services are very engaging when consumed, which accentuates the importance of their surroundings, which can be viewed as an issue for interaction and value co-creation (Edvardsson, Enquist, & Johnston, 2005;Grönroos & Ravald, 2011). Besides enabling service operations, servicescapes serve as stimuli themselves, by providing cues (Pine & Gilmore, 1998) that create, influence, and enable the experience (Sandström, Edvardsson, Kristensson, & Magnusson, 2008). Servicescapes not only influence the customer' value creation, but also have an impact on their future purchasing and consumption behavior (Pareigis, Echeverri, & Edvardsson, 2012).…”

Accessing Value-in-Use Information by Integrating Social Platforms into Service Offerings

“…These factors are unique to each customer and moderated by situational filters (Sandström et al, 2008). This view emphasizes the need for gaining deep and personal -even tacit -insights about the interactions to understand further the value-in-use and the antecedents of value-creation activities (Ballantyne & Varey, 2006).…”