Contextual layers of service experience in professional business services
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 14 November 2018
Issue publication date: 14 November 2018
Abstract
Purpose
This study provides us with new knowledge in the form of conceptual framework of the contextual layers of service experience within professional business services. This study aims to answer the following questions: What kinds of contextual layers can be identified influencing service experience? How specific characteristics of professional service context may influence customer experience at these different layers?
Design/methodology/approach
The framework is based on extensive literature review considering research in the fields of service and relationship perspectives, likewise professional services.
Findings
The framework is based on extensive literature review in the fields of service and relationship perspectives, likewise professional services.
Originality/value
Only a limited number of studies seem to address the highly topical context of professional/knowledge-intensive business services and relationships. The authors tie the discussion concerning different contextual layers of service experience to this specific operating context with the aim of identifying their importance and influence in service experience. Related to this context, this study highlights the importance of understanding role of individuals in service experience, rarely emphasized in B2B dyadic setting. The framework also contributes to current discussion regarding service experience and “zooms in” to the context and its detailed levels.
Keywords
Acknowledgements
The authors gratefully acknowledge the financial support of Academy of Finland and Finnish Cultural Foundation.
Citation
Still, J., Komulainen, H. and Nätti, S. (2018), "Contextual layers of service experience in professional business services", Journal of Business & Industrial Marketing, Vol. 33 No. 8, pp. 1114-1124. https://doi.org/10.1108/JBIM-10-2017-0255
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited