ISBN 13 : 9781035300181

Sommaire :
PART I INTRODUCTION TO SERVICE EXPERIENCE

1 Setting the foundation of service experience in research and practice
PART II SERVICE EXPERIENCE CONCEPTUALIZATIONS
2 Customer experience: the touchpoint‒contexts‒qualities nomenclature
3 Service experiencing versus experiencing services
4 The art experience triad: conceptual underpinnings and implications
5 Who is the individual and collective actor in service experience?

PART III SERVICE EXPERIENCE DESIGN AND INNOVATION
6 How quality and innovation drive the service experience
7 Service innovation process development in public and private sector organisations
8 Service innovation in the age of artificial intelligence: the case study of D*motion method
9 Enhancing customer experience in digital servitization: the impact of
service-dominant logic
10 Co-therapy services to enhance patient experience design

PART IV SERVICE EXPERIENCE EMPOWERED BY TECHNOLOGY
11 The shift to fast-good service experience through digitalization: lessons from KFC
12 Partner, master, or servant? How older adults experience their relationship with socially assistive robots
13 Providing a personalised service experience using artificial intelligence
14 Human augmentation technology as a driver of enhanced service experiences
15 Value opportunities for business models with digital twins
16 Co-designing sustainable product–service systems

PART V SERVICE EXPERIENCE RISKS AND ETHICS
17 Risky service experience? The role of risk in B2B customer journeys
18 Managing customer experiences in times of crisis
19 The AI-empowered dark patterns
20 Frontline employee lying behaviour shaping the customer experience

PART VI SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS
21 From dream to reality: a roadmap for customer experience management
implementation
22 Extracting insights on service experiences from unstructured text data
23 How service experience can shape customer churn from a service-dominant logic perspective
24 Neurophysiological frontiers in service research: unraveling the mysteries of customer experience

PART VII SERVICE EXPERIENCE AND SUSTAINABILITY
25 The customer reuse experience
26 Service experience in the access economy: managing experiences in
mobility services
27 Volunteer service experiences: the case of senior tour guides


Index

Langue : Anglais

Localisation : Bibliothèque Campus de Nice

Support : Papier

Etat : Présent

Propriétaire : Bibliothèque