Characterising the concept of service experience

Purpose – The purpose of this paper is to review the characterisation of the concept of service experience in service marketing research.Design/methodology/approach – Using content analysis, 30 articles and two books published in the period from 2005 to 2007 are analysed.Findings – Three characterisations of the concept of service experience are identified in the literature review: phenomenological service experience (which relates to the value discussion in service‐dominant logic and interpretative consumer research); process‐based service experience (which relates to understanding service as a sequential process); and outcome‐based service experience (which relates to understanding service experience as one element in models of service linking a number of variables or attributes to various outcomes).Research limitations/implications – To facilitate meaningful research in this area, it is important that researchers critically consider the nature of the concept of service experience in terms of who experi...

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