Service experiences of smartphone apps
What is it about?
We know service experiences can be lived experiences, or they can be imaginary experiences in the minds of customers. In order to have a service experience, customers need not have direct contact with the service. This article shows in what ways customers can have service experience of smartphone apps, without directly using the apps.
Why is it important?
Our findings show that customers need not use apps to experience them. Sometimes customers experience apps indirectly through their friends, colleagues or family members. This is is the first article that shows how apps can be experienced indirectly, as a service.
The following have contributed to this page: Mr Apramey Dube and Anu Helkkula
In partnership with: