TY  - JOUR
AB  - Purpose– The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use.Design/methodology/approach– The article is conceptual and suggests a new theoretical frame of reference describing value in use through service experience in technology‐based services.Findings– According to this article, a service experience is the total functional and emotional value of a consumed service. The service experience is unique to every individual customer and the service consumption situation. Value in use is the cognitive evaluation of the service experience.Research limitations/implications– The framework is discussed in the context of technology‐based services and will provide a basis for future research. Empirical studies are called for concerning service experiences in different kinds of service contexts.Originality/value– This article contributes a new framework, illustrating the service experience, which dimensions influence the service experience, and how it is linked to value. The framework is placed in a context of technology‐based services. Unique to these kinds of services is a lack of personal interaction between the service producer and the customer.
VL  - 18
IS  - 2
SN  - 0960-4529
DO  - 10.1108/09604520810859184
UR  - https://doi.org/10.1108/09604520810859184
AU  - Sandström Sara
AU  - Edvardsson Bo
AU  - Kristensson Per
AU  - Magnusson Peter
PY  - 2008
Y1  - 2008/01/01
TI  - Value in use through service experience
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 112
EP  - 126
Y2  - 2024/04/23
ER  -