Positive Emotions in the Extended Service Experience

Karl-Jacob Mickelsson, Henrich Bertel Nyman

Forskningsoutput: Kapitel i bok/rapport/konferenshandlingKonferensbidragVetenskapligPeer review

Sammanfattning

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.
OriginalspråkEngelska
Titel på gästpublikationQUIS 13: Service Excellence in Management : Proceedings of the QUIS13 International Research Symposium on Service Excellence in Management, June 10-13 2013, Karlstad Sweden
RedaktörerErik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma
Antal sidor4
FörlagCTF - Service Research Center, Karlstad University
Utgivningsdatum2013
Sidor417-420
ISBN (elektroniskt)978-91-7063-506-9
StatusPublicerad - 2013
MoE-publikationstypA4 Artikel i en konferenspublikation
EvenemangInternational Research Symposium on Service Excellence in Management (QUIS 13) - Karlstad, Karlstad, Sverige
Varaktighet: 10.06.201313.06.2013
Konferensnummer: 13

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