The DOI matches its Crossref record; 64 of the 64 references it cites were found in a registry or an index.
Characterising the concept of service experience
Abstract
Purpose: The purpose of this paper is to review the characterisation of the concept of service experience in service marketing research. Design/methodology/approach: Using content analysis, 30 articles and two books published in the period from 2005 to 2007 are analysed. Findings: Three characterisations of the concept of service experience are identified in the literature review: phenomenological service experience (which relates to the value discussion in service‐dominant logic and interpretative consumer research); process‐based service experience (which relates to understanding service as a sequential process); and outcome‐based service experience (which relates to understanding service experience as one element in models of service linking a number of variables or attributes to various outcomes). Research limitations/implications: To facilitate meaningful research in this area, it is important that researchers critically consider the nature of the concept of service experience in terms of who experiences it, the scope, content, and context of the service experience, and how service experience relates to other concepts, such as value. Originality/value: No systematic literature review of the characterisation of the concept of service experience has previously been undertaken.
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Cites
(1983) · Cited by 33,192
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun
Holbrook, M. B., & Hirschman, E. C. (1982) · Journal of Consumer Research · doi:10.1086/208906 · Cited by 8,275
Service-dominant logic: continuing the evolution
Vargo, S. L., & Lusch, R. F. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0069-6 · Cited by 7,824
(2010) · Learning and Teaching at M-Level: A Guide for Student Teachers · doi:10.4135/9781446251607.n8 · Cited by 4,178
River Magic: Extraordinary Experience and the Extended Service Encounter
Arnould, E. J., & Price, L. L. (1993) · Journal of Consumer Research · doi:10.1086/209331 · Cited by 2,572
Co‐creating unique value with customers
Prahalad, C. K., & Ramaswamy, V. (2004) · Strategy & Leadership · doi:10.1108/10878570410699249 · Cited by 2,463
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
The future of competition: co-creating unique value with customers
(2004) · Choice Reviews Online · doi:10.5860/choice.41-6635 · Cited by 2,174
Cited by
Customer experience: fundamental premises and implications for research
Becker, L., & Jaakkola, E. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00718-x · Cited by 944
Characterizing Value as an Experience: Implications for Service Researchers and Managers
Helkkula, A., Kelleher, C., & Pihlström, M. (2012) · Journal of Service Research · doi:10.1177/1094670511426897 · Cited by 605
Self-citationMeasuring customer experience in physical retail environments
Bustamante, J. C., & Rubio, N. (2017) · Journal of Service Management · doi:10.1108/josm-06-2016-0142 · Cited by 306
Consumer Experience and Experiential Marketing: A Critical Review
Schmitt, B., & Zarantonello, L. (2013) · Review of Marketing Research · doi:10.1108/s1548-6435(2013)0000010006 · Cited by 257
The experience economy approach to festival marketing: vivid memory and attendee loyalty
Manthiou, A., (Ally) Lee, S., (Rebecca) Tang, L., & Chiang, L. (2014) · Journal of Services Marketing · doi:10.1108/jsm-06-2012-0105 · Cited by 254
Metadata
- Authors
- Helkkula, A.
- Venue
- Journal of Service Management
- Publisher
- Emerald
- Published
- 2011-06-21
- Volume
- 22
- Issue
- 3
- Pages
- 367-389
- ISSN
- 1757-5818 (ISSN-L)
- OpenAlex
- W2072316373
- Cited by
- 295
- References
- 64
- FWCI
- 38.21
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
