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...

Purpose – The collective, interactive aspects of service experience are increasingly evident in contemporary research and practice, but no integrative analysis of this phenomenon has been conducted until now. The purpose of this paper is to conceptualize service experience co-creation and...

Part 1: Perspectives on Service Management -- Chapter 1: Overview of the Book -- Chapter 2: Framing and Defining Service Management -- Chapter 3: Service Management: Evolution, Current Challenges, and Opportunities -- Chapter 4: Service Management – Scope, Challenges, and Future Developments...