Abstract
Research has shown that the full customer experience emerges over a time
period that extends outside a particular service encounter. However, it has
not addressed the relationship between the extended service experience,
ease of interaction with the service provider, and ease of use of the service
outcome. This paper investigates the effect of ease of interaction and
ease of use on the extended customer experience, incorporating positive
emotions before, during and after the service encounter.
period that extends outside a particular service encounter. However, it has
not addressed the relationship between the extended service experience,
ease of interaction with the service provider, and ease of use of the service
outcome. This paper investigates the effect of ease of interaction and
ease of use on the extended customer experience, incorporating positive
emotions before, during and after the service encounter.
| Original language | English |
|---|---|
| Title of host publication | QUIS 13: Service Excellence in Management : Proceedings of the QUIS13 International Research Symposium on Service Excellence in Management, June 10-13 2013, Karlstad Sweden |
| Editors | Erik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma |
| Number of pages | 4 |
| Publisher | CTF - Service Research Center, Karlstad University |
| Publication date | 2013 |
| Pages | 417-420 |
| ISBN (Electronic) | 978-91-7063-506-9 |
| Publication status | Published - 2013 |
| MoE publication type | A4 Article in conference proceedings |
| Event | 2013 International Research Symposium on Service Excellence in Management (QUIS) - Karlstad, Karlstad, Sweden Duration: 10.06.2013 → 13.06.2013 Conference number: 13 |
Keywords
- 512 Business and Management