Purpose – The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent conceptualization of the experience room. Design/methodology/approach – Public transport...

Purpose – The purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodology/approach – The paper draws on an empirical study of customers using Swedish public...