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Flow and consumers in e-based self-services: New provider--consumer relations

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  • Lars Fuglsang
  • Jon Sundbo

Abstract

This paper examines how consumers' attention can be captured and maintained in an e-based self-service relationship. We investigate how a consumption environment can be constructed that uses ‘flow’ to capture the attention of the consumer. By means of two case studies, the article explores how knowledge services can be appropriated along these lines given that the service is delivered in the form of a self-service. We argue that the service must remain in ‘flow’ at various points of consumption, which are critical; this is in order to produce the positive reactions of ‘improvement’ and ‘voice’. Whether this happens depends on the ‘flow competencies’ of the consumer.

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  • Lars Fuglsang & Jon Sundbo, 2006. "Flow and consumers in e-based self-services: New provider--consumer relations," The Service Industries Journal, Taylor & Francis Journals, vol. 26(4), pages 361-379, June.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:361-379
    DOI: 10.1080/02642060600621522
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    Cited by:

    1. Jon Sundbo, 2013. "Public–private innovation networks in services: the crucial role of entrepreneurial fit," Chapters, in: Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), Public–Private Innovation Networks in Services, chapter 14, pages 349-383, Edward Elgar Publishing.

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