Abstract
The experiential approach has been a game-changer in marketing management and service research and practice. While service experience is primarily understood as customer service experience, research does not always explicitly identify who experiences the service. This chapter elaborates on the identity of the actor in service experience and its actor sub-categories and presents an actor-focused typology of service experience based on the phenomenological approach. My aim is to assist both research and practice in distinguishing service experience from actor experience, customer experience, consumer experience, user experience, citizen experience and service provider experience. Furthermore, the chapter distinguishes between actor experiences and experiences related to phenomena, such as value experiences.
| Original language | English |
|---|---|
| Title of host publication | Handbook of Service Experience |
| Editors | Per Kristensson, Lars Witell, Mohamed Zaki |
| Number of pages | 54 |
| Place of Publication | Cheltenham |
| Publisher | Edward Elgar Publishing |
| Publication date | 2025 |
| ISBN (Print) | 978-1-0353-0018-1 |
| ISBN (Electronic) | 978-1-0353-0019-8 |
| DOIs | |
| Publication status | Published - 2025 |
| MoE publication type | A3 Book chapter |
Keywords
- 512 Business and Management
- service experience
- customer experience
- consumer experience
- service provider experience
- actor experience
- patient experience
- citizen experience