Unintended consequences in mundane service settings

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Improving customer well-being through service has been highlighted as a research priority in recent years, but research to date has neglected mundane service experiences in favor of more explicitly transformative contexts. The present study’s focus on commuting responds to calls to extend TSR to a wider range of service settings and to explore the unintended consequences that customers experience. Based on in-depth interviews and survey data, this mixed method study adopts the perspective of the customer journey to explore how service experience touchpoints affect customer well-being. Critically, the findings indicate that negative well-being may be an unintended consequence of otherwise satisfactory service experiences.
Original languageEnglish
Number of pages4
Publication statusPublished - 5 Dec 2022
EventANZMAC 2022 - Australia, Perth, Australia
Duration: 5 Dec 20227 Dec 2022


ConferenceANZMAC 2022


  • serice experience touchpoints
  • well-being
  • mundane service experiences


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