Transforming mundane experiences

exploring customer well-being of the commuting journey

Research output: Contribution to conferencePaper

34 Downloads (Pure)

Abstract

Improving well-being through transformative service has been highlighted as a research priority in recent years (Ostrom et al., 2010; 2015) with traditional service research criticised for rarely considering the broader outcomes resulting from service experiences (Anderson et al., 2013). With continuous usage of service and a number of interactions that customers have with services and service systems in their daily lives, it becomes critical for researchers to look beyond typical service measures like customer satisfaction and loyalty, and investigate the transformative outcomes that can potentially be resulted from service experiences (Anderson et al., 2013; Ostrom et al., 2015). To date, studies have neglected the possible effects of service experiences on customers lives, particularly in the context of well-being within every-day or otherwise mundane service settings, including commuting experiences by public transport, the context for this study.

Original languageEnglish
Number of pages8
Publication statusPublished - 14 Jun 2018
Event10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France
Duration: 14 Jun 201816 Jun 2018
https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/

Conference

Conference10th SERVSIG Conference
CountryFrance
CityParis
Period14/06/1816/06/18
Internet address

Fingerprint

Well-being
Commuting
Customer experience
Service experience
Research priorities
Public transport
Customer satisfaction
Customer loyalty
Service system

Keywords

  • customer experience
  • customer engagement behaviour
  • customer well being

Cite this

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title = "Transforming mundane experiences: exploring customer well-being of the commuting journey",
abstract = "Improving well-being through transformative service has been highlighted as a research priority in recent years (Ostrom et al., 2010; 2015) with traditional service research criticised for rarely considering the broader outcomes resulting from service experiences (Anderson et al., 2013). With continuous usage of service and a number of interactions that customers have with services and service systems in their daily lives, it becomes critical for researchers to look beyond typical service measures like customer satisfaction and loyalty, and investigate the transformative outcomes that can potentially be resulted from service experiences (Anderson et al., 2013; Ostrom et al., 2015). To date, studies have neglected the possible effects of service experiences on customers lives, particularly in the context of well-being within every-day or otherwise mundane service settings, including commuting experiences by public transport, the context for this study.",
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author = "{Liana Binti Abu}, Mimi and Matthew Alexander",
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}

Liana Binti Abu, M & Alexander, M 2018, 'Transforming mundane experiences: exploring customer well-being of the commuting journey' Paper presented at 10th SERVSIG Conference, Paris, France, 14/06/18 - 16/06/18, .

Transforming mundane experiences : exploring customer well-being of the commuting journey. / Liana Binti Abu, Mimi ; Alexander, Matthew.

2018. Paper presented at 10th SERVSIG Conference, Paris, France.

Research output: Contribution to conferencePaper

TY - CONF

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T2 - exploring customer well-being of the commuting journey

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AU - Alexander, Matthew

PY - 2018/6/14

Y1 - 2018/6/14

N2 - Improving well-being through transformative service has been highlighted as a research priority in recent years (Ostrom et al., 2010; 2015) with traditional service research criticised for rarely considering the broader outcomes resulting from service experiences (Anderson et al., 2013). With continuous usage of service and a number of interactions that customers have with services and service systems in their daily lives, it becomes critical for researchers to look beyond typical service measures like customer satisfaction and loyalty, and investigate the transformative outcomes that can potentially be resulted from service experiences (Anderson et al., 2013; Ostrom et al., 2015). To date, studies have neglected the possible effects of service experiences on customers lives, particularly in the context of well-being within every-day or otherwise mundane service settings, including commuting experiences by public transport, the context for this study.

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KW - customer experience

KW - customer engagement behaviour

KW - customer well being

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