Journal ArticleDOI
Co-creating service experience practices
TLDR
In this article, the authors introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practice practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences.Abstract:
Purpose – The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006) practice-based framework for markets by integrating Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001). Design/methodology/approach – The authors interpretive analysis draws on naturalistic observations carried out over 18 months, supplemented with 35 interviews (17 with residents, and 18 with staff) and a diary study of nine non-management staff (including nursing staff, kitchen and cleaning staff and administrative staff) at a residential aged care facility. Findings – This paper offer...read more
Citations
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Journal ArticleDOI
Customer experience challenges: bringing together digital, physical and social realms
Ruth N. Bolton,Janet R. McColl-Kennedy,Lilliemay Cheung,Andrew S. Gallan,Chiara Orsingher,Lars Witell,Lars Witell,Mohamed Zaki +7 more
TL;DR: In this article, the authors explore innovations in customer experience at the intersection of the digital, physical and social realms, and identify eight "dualities" or specific challenges connected with integrating digital and physical realms that challenge organizations to create superior customer experiences.
Journal ArticleDOI
Co-creation practices: Their role in shaping a health care ecosystem
TL;DR: A typology of co-creation practices that shape a dynamic health care service ecosystem, identifying those practices that have positive effects, those that have negative effects, and those that can have either positive or negative effects on the service ecosystem is presented in this paper.
Journal ArticleDOI
Customer experience management in hospitality: A literature synthesis, new understanding and research agenda
TL;DR: A comprehensive overview of the key elements of CEM, a framework for managing customer experience, and a rich agenda for research can be found in this article, where the authors present a model for managing a positive customer experience.
Journal ArticleDOI
Fresh perspectives on customer experience
Janet R. McColl-Kennedy,Anders Gustafsson,Elina Jaakkola,Philipp Klaus,Zoe Radnor,Helen Perks,Margareta Friman +6 more
TL;DR: In this article, the authors provide directions for future research on: broadening the role of customers in customer experience, taking a practice-based approach to customer experience and recognizing the holistic, dynamic nature of customer experience across all touch points and over time.
Journal ArticleDOI
Customer participation in services: domain, scope, and boundaries
Beibei Dong,K. Sivakumar +1 more
TL;DR: The authors proposed a typology to classify customer participation into three categories (mandatory, replaceable, and voluntary) and demonstrate how this proposed typology improves the conceptual and empirical clarity of CP research.
References
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Posted Content
The Satisfaction with Life Scale
TL;DR: The Satisfaction With Life Scale is narrowly focused to assess global life satisfaction and does not tap related constructs such as positive affect or loneliness, but is shown to have favorable psychometric properties, including high internal consistency and high temporal reliability.
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