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Service encounters, experiences and the customer journey: defining the field and a call to expand our lens

2017-10Journal article Open access
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dc.contributor.authorVoorhees, Clay M.
dc.contributor.authorFombelle, Paul W.
dc.contributor.authorGregoire, Yany
dc.contributor.authorBone, Sterling
dc.contributor.authorGustafsson, Anders
dc.contributor.authorSousa, Rui
dc.contributor.authorWalkowiak, Travis
dc.date.accessioned2021-05-28T18:58:41Z
dc.date.available2021-05-28T18:58:41Z
dc.date.issued2017-10
dc.description.abstractService researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1016/j.jbusres.2017.04.014pt_PT
dc.identifier.eid85018267272
dc.identifier.issn0148-2963
dc.identifier.urihttp://hdl.handle.net/10400.14/33380
dc.identifier.wos000406983600026
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/pt_PT
dc.subjectCore encounterpt_PT
dc.subjectPost-core encounterpt_PT
dc.subjectPre-core encounterpt_PT
dc.subjectService encounterspt_PT
dc.subjectService experiencept_PT
dc.subjectService researchpt_PT
dc.titleService encounters, experiences and the customer journey: defining the field and a call to expand our lenspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage280pt_PT
oaire.citation.startPage269pt_PT
oaire.citation.titleJournal of Business Researchpt_PT
oaire.citation.volume79pt_PT
person.familyNamegregoire
person.familyNameGustafsson
person.familyNameSousa
person.givenNameyany
person.givenNameAnders
person.givenNameRui
person.identifier.ciencia-id3F15-2286-9C55
person.identifier.orcid0000-0001-6939-4798
person.identifier.orcid0000-0001-8278-1442
person.identifier.orcid0000-0002-0049-1896
person.identifier.ridE-8942-2010
person.identifier.ridM-4605-2013
person.identifier.scopus-author-id12804327600
person.identifier.scopus-author-id7102202228
person.identifier.scopus-author-id7102960038
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication540fd7f5-eebb-411e-9039-9c7000830b7e
relation.isAuthorOfPublicationc7824910-3185-4074-afb1-aeab087da007
relation.isAuthorOfPublicationc4e9fe74-771a-42e9-8925-c217abcdee1f
relation.isAuthorOfPublication.latestForDiscoveryc4e9fe74-771a-42e9-8925-c217abcdee1f

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