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Creating a commercially compelling smart service encounter

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Abstract

This study explores the nature and characteristics of smart service encounters and their impact on customer value and price premiums using a task-based laboratory experiment and analyzing 232 valid questionnaire responses. The responses were analyzed using structural equation modeling to test the hypotheses. The empirical results revealed that a smart service encounter incorporates audiovisual, haptic, rehearsability, symbol sets, and reprocessability elements, and increases consumers’ willingness to pay a price premium via hedonic, functional, and social value. Service businesses can create commercially compelling smart service encounters that maximize earnings and profits based on these findings.

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Acknowledgements

The authors would like to thank the Ministry of Science and Technology of the Republic of China, Taiwan, for financially supporting this research under Contract No. MOST 106-2410-H-155-010-MY2 and MOST 105-2410-H-155-032-.

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Authors and Affiliations

  1. College of Management, Yuan Ze University, 135 Yuan-Tung Road, Zhongli Dist., Taoyuan City, 32003, Taiwan

    Tseng-Lung Huang

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Correspondence to Tseng-Lung Huang.

Appendix

Appendix

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Table 5 Measurement scales
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Huang, TL. Creating a commercially compelling smart service encounter. Serv Bus 12, 357–377 (2018). https://doi.org/10.1007/s11628-017-0351-8

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  • DOI: https://doi.org/10.1007/s11628-017-0351-8

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