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Understanding and Managing Customer Experiences

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Elina Jaakkola

    (University of Turku)

  • Larissa Becker

    (Tampere University
    Postgraduate Program of Management, IMED)

  • Ekaterina Panina

    (University of Turku)

Abstract

This chapter offers a state-of-the art overview on what customer experience is, how it emerges, and how it can be managed in service contexts. The chapter outlines the research background and alternative conceptualizations of customer experience, discussed from two perspectives: first, how experiences emerge from the customer’s perspective, along a range of journeys that they take with a network of providers in pursuit of lower- and higher-order goals, and second, how service firms can seek to design and manage these journeys to create intended experiences for customers. The chapter ends with suggestions for future research.

Suggested Citation

  • Elina Jaakkola & Larissa Becker & Ekaterina Panina, 2022. "Understanding and Managing Customer Experiences," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 655-675, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_33
    DOI: 10.1007/978-3-030-91828-6_33
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    Cited by:

    1. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).
    2. Caruelle, Delphine & Shams, Poja & Gustafsson, Anders & Lervik-Olsen, Line, 2024. "Emotional arousal in customer experience: A dynamic view," Journal of Business Research, Elsevier, vol. 170(C).

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