Customer experience and service employee experience: two sides of the same coin

Kirsikka Vaajakallio, Tuuli Mattelmäki, Virpi Roto, Yichen Lu

Research output: Chapter in Book/Report/Conference proceedingChapterProfessional


Service is constructed of relationships, interactions and co-creation. To function well, both front stage and backstage processes and experiences need to be addressed. While the emphasis in service design has been on user and customer experience this chapter opens a
discussion on the role of service employee experience as a growing interest in design for services. This chapter aims to address the focus by introducing the authors’ reflections and experiences on the topic. Rather than a conclusion, this is an invitation to a discussion and more research on the interplay of employee and customer experience at face-to-face service touchpoints.
Original languageEnglish
Title of host publicationAn Introduction to Industrial Service Design
EditorsSatu Miettinen
Place of PublicationAbingdon
Number of pages8
ISBN (Electronic)978-1-315-56686-3
ISBN (Print)978-1-4724-8577-9
Publication statusPublished - Nov 2016
MoE publication typeD2 Article in professional manuals or guides or professional information systems or text book material


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