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

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

Research output: Contribution to journalReview articlepeer-review

2 Scopus citations


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 languageEnglish
Pages (from-to)303-352
Number of pages50
JournalNTU Management Review
Issue number2
StatePublished - 1 Jun 2016


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


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