Positive Emotions in the Extended Service Experience

Karl-Jacob Mickelsson, Henrich Bertel Nyman

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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.
Original languageEnglish
Title of host publicationQUIS 13: Service Excellence in Management : Proceedings of the QUIS13 International Research Symposium on Service Excellence in Management, June 10-13 2013, Karlstad Sweden
EditorsErik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma
Number of pages4
PublisherCTF - Service Research Center, Karlstad University
Publication date2013
Pages417-420
ISBN (Electronic)978-91-7063-506-9
Publication statusPublished - 2013
MoE publication typeA4 Article in conference proceedings
Event2013 International Research Symposium on Service Excellence in Management (QUIS) - Karlstad, Karlstad, Sweden
Duration: 10.06.201313.06.2013
Conference number: 13

Keywords

  • 512 Business and Management

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