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.
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.
| Originalspråk | Engelska |
|---|---|
| Titel på värdpublikation | QUIS 13: Service Excellence in Management : Proceedings of the QUIS13 International Research Symposium on Service Excellence in Management, June 10-13 2013, Karlstad Sweden |
| Redaktörer | Erik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma |
| Antal sidor | 4 |
| Förlag | CTF - Service Research Center, Karlstad University |
| Utgivningsdatum | 2013 |
| Sidor | 417-420 |
| ISBN (elektroniskt) | 978-91-7063-506-9 |
| Status | Publicerad - 2013 |
| MoE-publikationstyp | A4 Artikel i en konferenspublikation |
| Evenemang | International Research Symposium on Service Excellence in Management (QUIS 13) - Karlstad, Karlstad, Sverige Varaktighet: 10.06.2013 → 13.06.2013 Konferensnummer: 13 |
Nyckelord
- 512 Företagsekonomi