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Customer Experience Creation: Determinants, Dynamics and Management Strategies
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
Journal Article
Fix It or Leave It? Customer Recovery from Self-service Technology Failures
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► This study investigates the process by which customers recover from SST failures on their own (i.e., customer recovery). ► Our model is based on expectancy and attribution theories and tested by tracking responses to failures in computer-based experiments. ► Internal attribution, perceived control over SST, and SST interactivity all positively influence customer-recovery expectancy. ► Expectancy affects customers’ recovery effort and recovery strategies, depending on the availability of competitive information. ► Recovery effort increases the likelihood of staying with an SST, whereas recovery strategies increase the likelihood of switching.
Self-service technologies (SSTs), such as airport check-in kiosks, can provide customers faster, better, and less expensive services. Yet sometimes customers experience service failures with these technologies. This study investigates the process by which customers recover from SST failures using their own effort (i.e., customer recovery) and explores their decisions to stay with or switch from the SST. Drawing from expectancy and attribution theories, we develop a process model centered on customer-recovery expectancy and test the model by tracking actual failure responses. The results show that internal attribution, perceived control over the SST, and SST interactivity all positively influence customer-recovery expectancy. In turn, expectancy affects customers’ recovery effort and recovery strategies, depending on the availability of competitive information. Furthermore, greater recovery effort increases the likelihood of staying with an SST, whereas more recovery strategies increase the likelihood of switching. The theoretical and managerial implications of these findings include ways to design SSTs to enhance recovery expectancy, a key mechanism of the recovery process, and thus to encourage customers to persist with the technologies.
Journal Article
Refuge : a memoir
\"Refuge is a book of lyric essays about a young woman's life as a budding writer and an international development and aid worker. Spanning twelve years and multiple continents, it focuses in large part on her advocacy and theater work with refugees. From crossing the border into one of Syria's refugee camps in 2013; to an interview with a man who fled Aleppo for the peace and security of Sweden in 2015; to working in a sustainable forestry foundation near Siberia in 2003, to taking the train from Mongolia to China to visit the home and wife of an exiled writer in 2008; to founding a self-sustaining theater project with Congolese refugee women in a slum of Nairobi in 2013; to finding George Oppen's old typewriter in the attic of a farmhouse in Maine in 2004; to working as a nude model for artists' groups in college--the work these lyric essays illuminates is that of a twenty- something year old woman trying to find herself and her world by putting her body in places, within boundaries, others might not ever consider stepping foot inside of\"-- Provided by publisher.
Book
Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale
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► This study examines the service quality of self-service technologies (SSTs). ► A 20-item SSTQUAL scale is developed that includes seven dimensions. ► Dimensions include functionality, enjoyment, security, assurance, design, convenience, and customization. ► The scale demonstrates sound psychometric properties based on vigorous validations.
Self-service technologies (SSTs) have enhanced the role technology plays in customer interactions with firms, yet instruments that systematically measure the service quality of SSTs from the perspective of customers remain underdeveloped. Based on psychometric scale development approaches, this study conceptualized, constructed, refined, and tested a multiple-item scale that examined key factors influencing SST service quality. Through qualitative and quantitative studies in four separate phases, a 20-item seven-dimension SSTQUAL scale was developed that includes functionality, enjoyment, security, assurance, design, convenience, and customization. The scale demonstrates sound psychometric properties based on findings from various reliability and validity tests as well as vigorous scale replications across industries and consumer traits using several different samples. The utility of the proposed scale is discussed for implications, limitations and future research.
Journal Article
The memo : a novel
When she arrives at her college reunion, Jenny, stuck in a life that isn't the one she expected or wants, receives a memo from a discreet female-led organization that provides a blueprint for success, giving her a second chance to make all the right choices, but at what price?
Book
Self-Service Technologies and e-Services Risks in Social Commerce Era
Social commerce as a subset of e-commerce has been emerged in part due to the popularity of social networking sites. Social commerce brings new challenges to marketing activities. And social commerce transactions like e-commerce transactions can be dangerous and cause harmful losses to personal finances, time, and information privacy. This article examines ethical issues and consumer assessments of the risks of using an e-service and how risk affects consumer evaluations and usage of Internet-based services and self-service technologies. Results from two surveys totaling 1024 consumers indicated that as usage risk concerns increased, the perceived usefulness (PU) of an e-service and intention to use it decreased. Additionally as usage risk concerns increased the effect of subjective norm on PU and intention to use an e-service strengthened, and the effect of perceived ease of use on PU and intention to use an e-service weakened. These findings advance theory and contribute to the foundation for future research aimed at improving our understanding of how consumers evaluate new e-services, new commerce systems and settings, and self-service technologies in the social commerce era.
Journal Article
Service Quality of Social Media-Based Self-Service Technology in the Food Service Context
Social media connects individual users and corporate bodies on a self-service technology (SST) platform. The food and beverage industry has increasingly adopted the social media-based SST over other online and kiosk types of technologies for their service delivery. The present study sheds light on the dimensionality of service quality on the social media-based SST in the food service delivery context and went further to investigate the impact of the SST service quality on functional value, user satisfaction, and intention to reuse. The analytic results of 410 valid survey data found five salient dimensions (i.e., Functionality, Enjoyment, Assurance, Convenience, and Customization) constituting the service quality. The results also revealed that the perceived quality of social media-based food service is directly and positively associated with consumer’s satisfaction and perceived functional value and is indirectly associated with intention to reuse. The results provide practical suggestions regarding how to take advantage of using social media platforms for food and beverage professionals.
Journal Article
Examining the influence of control and convenience in a self-service setting
The constructs of perceived control and convenience have been identified in previous qualitative studies of self-service technology (SST) use as important factors; yet empirically their effects are relatively unknown. Based on the theory of planned behavior, this study explores how control and convenience perceptions influence customers’ utilitarian (speed of transaction) and hedonic (exploration) motivations for using an SST. In addition, we explore how trust in a service provider influences customers’ future SST intentions. Two studies were undertaken to assess both users and nonusers’ evaluations of an SST. The results revealed that perceived control and convenience do impact the intentions of customers to use an SST in the future; however, their impact was mediated through the constructs of speed of transaction, exploration, and trust. Increased control and convenience perceptions influenced exploration, trust and speed evaluations, which in turn were associated with stronger perceived value, higher SST satisfaction judgments, and increased SST usage intentions. Managerial implications stemming from the empirical findings are discussed along with directions for future research.
Journal Article