Exploring internal mechanisms forming customer servicescape experiences

Jörg Pareigis · Per Echeverri · Bo Edvardsson

69 citations0/0 files storedJournal of service management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Consumer Retail Behavior Studies Customer Service Quality and Loyalty Service and Product Innovation

Abstract

Purpose The purpose 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 microethnographic 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 practices – navigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed. Research limitations/implications 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 this framework in different service settings. 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. Originality/value The study is novel by applying a microethnographic 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.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 69 citations exist upstream.

References

1994Qualitative Data Analysis: An Expanded Sourcebook 1968The Discovery of Grounded Theory: Strategies for Qualitative Research.1968The Discovery of Grounded Theory; Strategies for Qualitative Research 1998Qualitative inquiry and research design: choosing among five traditions.2003Evolving to a New Dominant Logic for Marketing 2007Service-dominant logic: continuing the evolution 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1997Interpreting Qualitative Data Methods for Analysing Talk, Text and Interaction

Cited by

2016Customer experience formation in today’s service landscape 2019Making sense of customer service experiences: a text mining review 2015Service experiences beyond the direct use: indirect customer use experiences of smartphone apps 2018Mediating roles of emotion and experience in the stimulus-organism-response framework in higher education institutions 2014The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.