University of Oulu

Johanna Still, Hanna Komulainen, Satu Nätti, (2018) "Contextual layers of service experience in professional business services", Journal of Business & Industrial Marketing, Vol. 33 Issue: 8, pp.1114-1124, https://doi.org/10.1108/JBIM-10-2017-0255

Contextual layers of service experience in professional business services

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Author: Still, Johanna1; Komulainen, Hanna1; Nätti, Satu1
Organizations: 1Department of Marketing, Management and International Business, Oulu Business School, University of Oulu
Format: article
Version: accepted version
Access: open
Online Access: PDF Full Text (PDF, 0.6 MB)
Persistent link: http://urn.fi/urn:nbn:fi-fe2018121250618
Language: English
Published: Emerald, 2018
Publish Date: 2018-12-12
Description:

Abstract

Purpose: This study provides us with new knowledge in the form of conceptual framework of the contextual layers of service experience within professional business services. This study aims to answer the following questions: What kinds of contextual layers can be identified influencing service experience? How specific characteristics of professional service context may influence customer experience at these different layers?

Design/methodology/approach: The framework is based on extensive literature review considering research in the fields of service and relationship perspectives, likewise professional services.

Findings: The framework is based on extensive literature review in the fields of service and relationship perspectives, likewise professional services.

Originality/value: Only a limited number of studies seem to address the highly topical context of professional/knowledge-intensive business services and relationships. The authors tie the discussion concerning different contextual layers of service experience to this specific operating context with the aim of identifying their importance and influence in service experience. Related to this context, this study highlights the importance of understanding role of individuals in service experience, rarely emphasized in B2B dyadic setting. The framework also contributes to current discussion regarding service experience and “zooms in” to the context and its detailed levels.

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Series: Journal of business & industrial marketing
ISSN: 0885-8624
ISSN-E: 2052-1189
ISSN-L: 0885-8624
Volume: 33
Issue: 8
Pages: 1114 - 1124
DOI: 10.1108/JBIM-10-2017-0255
OADOI: https://oadoi.org/10.1108/JBIM-10-2017-0255
Type of Publication: A2 Review article in a scientific journal
Field of Science: 512 Business and management
Subjects:
Funding: The authors gratefully acknowledge the financial support of Academy of Finland and Finnish Cultural Foundation.
Copyright information: © Emerald Publishing Limited 2018. Published by Emerald Publishing Limited. Licensed re-use rights only. Published in this repository with the kind permission of the publisher.