Konferensartikel

Service Futures: What is Expected from Customer Care?

Asbjørn Følstad
SINTEF, Oslo, Norway

Knut Kvale
Telenor Research, Fornebu, Norway

Joachim Bråthen
Telenor Research, Fornebu / University of Oslo, Norway

Ida Maria Haugstveit
SINTEF, Oslo, Norway

Ladda ner artikel

Ingår i: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:1, s. 1-10

Visa mer +

Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (tryckt), 1650-3740 (online)

Abstract

Customer care is a critical aspect of service provision. A customer-centric approach to the design of services depends on knowledge of customers’ preferences and expectations for customer care. In this paper; we present a study on customers’ near future expectations for customer care within selected service sectors. As part of a future scenario process; 151 participants contributed their perspectives on customer care for banking; telecom; and logistic services. The study findings highlight expectations concerning service value and service experience; and shed light on preferences for self-service vs. manual care. Furthermore; we find that; though the participants expressed a marked preference for service providers that add a positive experiential aspect to their customer care; the studied service sectors were not closely associated with experiential customer care. Consequently; the experiential aspects of customer care may represent an unrealized potential in these sectors.

Nyckelord

Customer insight; customer care; service design; future services

Referenser

Baines; T. S.; Lightfoot; H. W.; Benedettini; O.; & Kay; J. M. (2009). The servitization of manufacturing: a review of literature and reflection on future challenges. Journal of Manufacturing Technology Management; 20(5); 547-567.

Berry; L. L.; Carbone; L. P.; & Haeckel; S. H. (2002). Managing the Total Customer Experience. MIT Sloan Management Review; 53(3); 85-89.

Carlzon; J. (1989). Moments of truth. New York; NY: Harper.

Cook; S. (2011). Customer care excellence: how to create an effective customer focus (6th ed). London; UK: Kogan Page Publishers.

Cronin Jr; J. J.; Brady; M. K.; & Hult; G. T. M. (2000). Assessing the effects of quality; value; and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing; 76(2); 193-218.

Ezzy; D. (2002). Qualitative analysis: practice and innovation. London; UK: Routledge.

Frow; P.; & Payne; A. (2007). Towards the ‘perfect’customer experience. Journal of Brand Management; 15(2); 89-101.

Følstad; A. (2008). Towards a Living Lab for the development of online community services. The Electronic Journal for Virtual Organizations and Networks; 10; 47-58.

Følstad; A.; Fjuk; A.; & Karahasanovic; A. (2012). Capturing users’ feedback on early concepts in service innovation. Proceedings of ISM 2012; Oslo; Norway.

Følstad; A.; Hornbæk; K.; & Ulleberg; P. (2013). Social design feedback: evaluations with users in online ad-hoc groups. Human-centric Computing and Information Sciences; 3(1); 1-27.

Gorry; G. A.; & Westbrook; R. A. (2011). Once more; with feeling: Empathy and technology in customer care. Business Horizons; 54(2); 125-134.

Gremler; D. D.; Gwinner; K. P.; & Brown; S. W. (2001). Generating positive word-of-mouth communication through customer-employee relationships. International Journal of Service Industry Management; 12(1); 44-59.

Holmlid; S. (2009). Interaction design and service design: Expanding a comparison of design disciplines. Proceedings of Nordes 2009; Oslo; Norway.

James; P. (2011). Customer service in 2020: winning in a digital world. Capgemini Consulting report. Retrieved 01 09; 2013; from Capgemini: http://www.capgeminiconsulting.com/customer-service-in-2020

Landis; J. R.; & Koch; G. G. (1977). The measurement of observer agreement for categorical data. Biometrics; 33; 159-174.

Lee; E. J.; & Park; J. K. (2009). Online service personalization for apparel shopping. Journal of Retailing and Consumer Services; 16(2); 83-91.

Leonard; D.; & Rayport; J. F. (1997). Spark innovation through empathic design. Harvard Business Review; 75; 102-115.

Meuter; M. L.; Ostrom; A. L.; Roundtree; R. I.; & Bitner; M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. The Journal of Marketing; 50-64.

Polaine; A.; Løvlie; L.; & Reason; B. (2013). Service design: from insight to implementation. Brooklyn; NY: Rosenfeld Media.

Stickdorn; M.; & & Schneider; J. (2013). This is service design thinking. Hoboken; NJ: Wiley.

Voss; C. and L. Zomerdijk (2007). Innovation in Experiential Services – An Empirical View. In: Innovation in services (pp.97-134). London; UK: DTI.

Watson; J; (2011). Service 2020: megatrends for the decade ahead. BDO report. Retrieved 01 09; 2013; from BDO: http://www.bdo.com.au/resources/surveys/service2020/service-2020-megatrends-for-the-decade-ahead

Zomerdijk; L. G.; & Voss; C. A. (2010). Service design for experience-centric services. Journal of Service Research; 13(1); 67-82.

Citeringar i Crossref