Service experience management in Asia: A review and directions for future research

Jiun Sheng Chris Lin; Cheng Yu Lin; En Yi Chou

doi:10.6226/NTUMR.2016.MAR.25104-005

Service experience management in Asia: A review and directions for future research

Jiun Sheng Chris Lin, Cheng Yu Lin, En Yi Chou

Department of Information Management

Research output: Contribution to journal › Review article › peer-review

2 Scopus citations

Abstract

Service experience is an important issue for the management of service firms in Asia, yet there lacks a thorough review of research literature in this field. In this review paper, we address two key questions from a service experience perspective: (1) what have we learned from prior research about service experience in Asia and (2) what major issues should future research in this area address. We examine these questions under seven major topics: customer/employee emotion, service employee management, service environments, customer participation, self-service technologies, service failure/recovery, and customer loyalty management. Our review offers useful insights and identifies many fruitful topics and questions for future research.

Original language	English
Pages (from-to)	303-352
Number of pages	50
Journal	NTU Management Review
Volume	26
Issue number	2
DOIs	https://doi.org/10.6226/NTUMR.2016.MAR.25104-005
State	Published - 1 Jun 2016

Keywords

Customer and employee management
Customer participation and self-service technologies
Service environment
Service experience
Service recovery and customer loyalty management

Access to Document

10.6226/NTUMR.2016.MAR.25104-005

Cite this

@article{dbe5227612174f83b8fe6b96cc31e9c9,

title = "Service experience management in Asia: A review and directions for future research",

abstract = "Service experience is an important issue for the management of service firms in Asia, yet there lacks a thorough review of research literature in this field. In this review paper, we address two key questions from a service experience perspective: (1) what have we learned from prior research about service experience in Asia and (2) what major issues should future research in this area address. We examine these questions under seven major topics: customer/employee emotion, service employee management, service environments, customer participation, self-service technologies, service failure/recovery, and customer loyalty management. Our review offers useful insights and identifies many fruitful topics and questions for future research.",

keywords = "Customer and employee management, Customer participation and self-service technologies, Service environment, Service experience, Service recovery and customer loyalty management",

author = "Lin, {Jiun Sheng Chris} and Lin, {Cheng Yu} and Chou, {En Yi}",

year = "2016",

month = jun,

day = "1",

doi = "10.6226/NTUMR.2016.MAR.25104-005",

language = "???core.languages.en_GB???",

volume = "26",

pages = "303--352",

journal = "NTU Management Review",

issn = "1018-1601",

number = "2",

}

TY - JOUR

T1 - Service experience management in Asia

T2 - A review and directions for future research

AU - Lin, Jiun Sheng Chris

AU - Lin, Cheng Yu

AU - Chou, En Yi

PY - 2016/6/1

Y1 - 2016/6/1

N2 - Service experience is an important issue for the management of service firms in Asia, yet there lacks a thorough review of research literature in this field. In this review paper, we address two key questions from a service experience perspective: (1) what have we learned from prior research about service experience in Asia and (2) what major issues should future research in this area address. We examine these questions under seven major topics: customer/employee emotion, service employee management, service environments, customer participation, self-service technologies, service failure/recovery, and customer loyalty management. Our review offers useful insights and identifies many fruitful topics and questions for future research.

AB - Service experience is an important issue for the management of service firms in Asia, yet there lacks a thorough review of research literature in this field. In this review paper, we address two key questions from a service experience perspective: (1) what have we learned from prior research about service experience in Asia and (2) what major issues should future research in this area address. We examine these questions under seven major topics: customer/employee emotion, service employee management, service environments, customer participation, self-service technologies, service failure/recovery, and customer loyalty management. Our review offers useful insights and identifies many fruitful topics and questions for future research.

KW - Customer and employee management

KW - Customer participation and self-service technologies

KW - Service environment

KW - Service experience

KW - Service recovery and customer loyalty management

UR - http://www.scopus.com/inward/record.url?scp=84976384902&partnerID=8YFLogxK

U2 - 10.6226/NTUMR.2016.MAR.25104-005

DO - 10.6226/NTUMR.2016.MAR.25104-005

M3 - 回顧評介論文

AN - SCOPUS:84976384902

SN - 1018-1601

VL - 26

SP - 303

EP - 352

JO - NTU Management Review

JF - NTU Management Review

IS - 2

ER -

Service experience management in Asia: A review and directions for future research

Abstract

Keywords

Access to Document

Fingerprint

Cite this