Journal
JOURNAL OF SERVICE MANAGEMENT
Volume 30, Issue 3, Pages 326-348Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/JOSM-11-2018-0377
Keywords
Smart service experience; Smart services; Technology; Customer experience
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Purpose The purpose of this paper is to offer a discussion, definition and comprehensive conceptualization of the smart service experience, i.e. the way guests and customers in hospitality and tourism experience and value the use of personalized and pro-active services that the intelligent use of data and technology enable. Design/methodology/approach Based on prior research on service experience, smart services and the differences between regular and smart services, this paper develops a conceptual framework in which the smart service experience is the central construct. Findings The characteristics of smart services (the intelligent, anticipatory, and adaptable use of data and technology) permit customers to experience services that previous conceptualizations of the service experience could not capture. The smart service experience provides empowerment, a seamless experience, enjoyment, privacy and security, and accurate service delivery. The paper also discusses challenges that service firms face in employing smart services, and proposes a future research agenda. Originality/value This paper synthesizes insights from the literature on customer experience, smart services and co-creation into a conceptualization of the smart service experience, and distinguishes it from previous conceptualizations of regular services.
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