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A Study on Qualities of Service Experience and Implications for User Experience Research

Authors:

Marja Liinasuo,

Anke Dittmar,

Eija KaasinenAuthors Info & Claims

ECCE '16: Proceedings of the European Conference on Cognitive Ergonomics

Article No.: 6, Pages 1 - 4

https://doi.org/10.1145/2970930.2970937

Published: 05 September 2016 Publication History

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Abstract

This study is focused on business-to-business services, characterized by many different touchpoints and complex networks of actors. Following a phenomenological and an outcome-based approach, seven customer representatives were interviewed about their service experiences regarding the same single supplier company. The results suggest that the diverse individual experiences are influenced by a variety of factors. The results also give evidence that in business-to-business services, an individual viewpoint of service experience is too narrow as many experiences seem to be mediated and co-created. This suggests changes are required in service experience research.

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Llantos OJustina E. Estuar M(2018)my.Eskwela: Designing An Enterprise Learning Management System to Increase Social Network and Reduce Cognitive LoadProcedia Computer Science10.1016/j.procs.2018.10.080138(595-602)Online publication date: 2018
https://doi.org/10.1016/j.procs.2018.10.080
Liinasuo MDittmar AKaasinen E(2017)Mediated Experience in Customer-Supplier RelationshipProceedings of the European Conference on Cognitive Ergonomics10.1145/3121283.3121297(199-202)Online publication date: 19-Sep-2017
https://dl.acm.org/doi/10.1145/3121283.3121297

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ECCE '16: Proceedings of the European Conference on Cognitive Ergonomics

September 2016

193 pages

ISBN:9781450342445

DOI:10.1145/2970930

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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EACE: European Association for Cognitive Ergonomics

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Association for Computing Machinery

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Published: 05 September 2016

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ECCE '16: European Conference on Cognitive Ergonomics

September 5 - 8, 2016

Nottingham, United Kingdom

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ECCE '16 Paper Acceptance Rate 27 of 37 submissions, 73%;

Overall Acceptance Rate 56 of 91 submissions, 62%

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Llantos OJustina E. Estuar M(2018)my.Eskwela: Designing An Enterprise Learning Management System to Increase Social Network and Reduce Cognitive LoadProcedia Computer Science10.1016/j.procs.2018.10.080138(595-602)Online publication date: 2018
https://doi.org/10.1016/j.procs.2018.10.080
Liinasuo MDittmar AKaasinen E(2017)Mediated Experience in Customer-Supplier RelationshipProceedings of the European Conference on Cognitive Ergonomics10.1145/3121283.3121297(199-202)Online publication date: 19-Sep-2017
https://dl.acm.org/doi/10.1145/3121283.3121297

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The experience of interactive storytelling: comparing “fahrenheit” with “façade”

Narrative agency and user experience in transmedia narratives: Brazilian telenovelas case

Exploring playfulness in user experience of personal mobile products

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