Journal of Service Management: Volume 26 Issue 2


Table of contents - Special Issue: Co-creating service experience

Guest Editors: Dr Elina Jaakkola, Anu Helkkula and Dr Leena Aarikka-Stenroos

Service experience co-creation: conceptualization, implications, and future research directions

Elina Jaakkola, Anu Helkkula, Leena Aarikka-Stenroos

The collective, interactive aspects of service experience are increasingly evident in contemporary research and practice, but no integrative analysis of this phenomenon…

The context of experience

Melissa Archpru Akaka, Stephen L. Vargo, Hope Jensen Schau

– The purpose of this paper is to explore the social and cultural aspects of the context that frames service exchange to better understand how value and experience are evaluated.

Service experiences beyond the direct use: indirect customer use experiences of smartphone apps

Apramey Dube, Anu Helkkula

The purpose of this paper is to examine customers’ use experiences in a smartphone application (app) context. Apps have emerged as popular tools among marketing…

Co-creating service experience practices

Janet R McColl-Kennedy, Lilliemay Cheung, Elizabeth Ferrier

The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service…

Co-creating the collective service experience

Antonella Carù, Bernard Cova

The purpose of this paper is to identify which consumption practices lead to the co-creation of collective service experiences and to outline a conceptual framework for…

Experience co-creation in financial services: an empirical exploration

Frederic Ponsignon, Philipp Klaus, Roger S. Maull

The purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to…

The co-creation experience from the customer perspective: its measurement and determinants

Katrien Verleye

Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the…

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Emerald Publishing Limited

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  • Dr Jay Kandampully