Abstract
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.
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 language | English |
|---|---|
| Title of host publication | An Introduction to Industrial Service Design |
| Editors | Satu Miettinen |
| Place of Publication | Abingdon |
| Publisher | Routledge |
| Pages | 17-24 |
| Number of pages | 8 |
| ISBN (Electronic) | 978-1-315-56686-3 |
| ISBN (Print) | 978-1-4724-8577-9 |
| DOIs | |
| Publication status | Published - Nov 2016 |
| MoE publication type | D2 Article in a professional research book (incl. an introduction by the editor) |