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Understanding and Managing Customer Experiences

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The Palgrave Handbook of Service Management

Abstract

This chapter offers a state-of-the art overview on what customer experience is, how it emerges, and how it can be managed in service contexts. The chapter outlines the research background and alternative conceptualizations of customer experience, discussed from two perspectives: first, how experiences emerge from the customer’s perspective, along a range of journeys that they take with a network of providers in pursuit of lower- and higher-order goals, and second, how service firms can seek to design and manage these journeys to create intended experiences for customers. The chapter ends with suggestions for future research.

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Author information

Authors and Affiliations

  1. Turku School of Economics, University of Turku, Turku, Finland

    Elina Jaakkola & Ekaterina Panina

  2. Faculty of Management and Business, Tampere University, Tampere, Finland

    Larissa Becker

  3. Postgraduate Program of Management, IMED, Passo Fundo, Brazil

    Larissa Becker

Authors
  1. Elina Jaakkola
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  2. Larissa Becker
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  3. Ekaterina Panina
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Corresponding author

Correspondence to Elina Jaakkola .

Editor information

Editors and Affiliations

  1. CTF, Service Research Center, Karlstad University, Karlstad, Sweden

    Bo Edvardsson  & Bård Tronvoll  & 

  2. Inland Norway University of Applied Sciences, Elverum, Norway

    BÃ¥rd Tronvoll

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Jaakkola, E., Becker, L., Panina, E. (2022). Understanding and Managing Customer Experiences. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_33

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