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Managing customer experiences in times of crisis

In: Handbook of Service Experience

Author

Listed:
  • Bård Tronvoll
  • Bo Edvardsson

Abstract

This chapter emphasizes the importance of managing customer experiences during times of crisis, particularly in service ecosystems where value cocreation is critical. The chapter uses three modalities of crisis - discontinuity, accessibility, and fragmentability - which affect how customers behave and how firms should respond. The firm must address uncertainties, communicate how it will support the customer, and engage employees and customers in a shared understanding of the situation. The text highlights the need for firms to understand social dynamics within the service ecosystem, identify key influences, and prioritize actions that maintain customer experiences. Effective crisis management involves engaging both employees and customers in a shared understanding of the situation to ensure a favorable customer experience.

Suggested Citation

  • Bård Tronvoll & Bo Edvardsson, 2025. "Managing customer experiences in times of crisis," Chapters, in: Per Kristensson & Lars Witell & Mohamed Zaki (ed.), Handbook of Service Experience, chapter 18, pages 245-256, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21900_18
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    File URL: https://www.elgaronline.com/doi/10.4337/9781035300198.00027
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