Heiko F. Holz
Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie
Abstract
Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points for customers. To investigate this phenomenon within the context of airport services, our research employs critical incident and problem‐centered interviews as well as an analysis of 7192 online airport reviews. In Studies 1a and 2a, we explore the crucial pain points that travelers encounter throughout their airport journey. Complementing these insights, Studies 1b and 2b assess the impact of the identified pain points on travelers' emotions. Building upon a classification of pain points into information, performance, and hospitality themes, Study 3 further examines how smart service solutions, as new technologies, can address and resolve these pain points, ultimately enhancing the customer experience (CX). By accomplishing these objectives, our work contributes a comprehensive classification scheme for experiential pain points in complex customer journeys to the academic discourse on customer journeys. Furthermore, it establishes a connection to the emerging field of research on the impact of smart service solutions on the CX.
Citation
Holz, H. F., Becker, M., Blut, M., & Paluch, S. (2023). Eliminating customer experience pain points in complex customer journeys through smart service solutions. Psychology and Marketing, https://doi.org/10.1002/mar.21938
Journal Article Type | Article |
---|---|
Acceptance Date | Oct 30, 2023 |
Online Publication Date | Nov 6, 2023 |
Publication Date | 2023 |
Deposit Date | Nov 7, 2023 |
Publicly Available Date | Nov 7, 2023 |
Journal | Psychology & Marketing |
Print ISSN | 0742-6046 |
Publisher | Wiley |
Peer Reviewed | Peer Reviewed |
DOI | https://doi.org/10.1002/mar.21938 |
Keywords | smart service solutions, service experience, customer journey, experiential pain points, customer experience, artificial intelligence |
Public URL | https://durham-repository.worktribe.com/output/1899228 |
Files
Published Journal Article (Advance Online Version)
(1.2 Mb)
PDF
Licence
http://creativecommons.org/licenses/by/4.0/
Publisher Licence URL
http://creativecommons.org/licenses/by/4.0/
Copyright Statement
This is an open access article under the terms of the Creative Commons Attribution License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited.
You might also like
Customer Perceived Value: A Comprehensive Meta-analysis
(2023)
Journal Article
Testing the performance of online recommendation agents: A meta-analysis
(2023)
Journal Article
Effectiveness of engagement initiatives across engagement platforms: A meta‑analysis
(2023)
Journal Article
Cultural Personal Values and Switching Costs Perceptions: Beyond Hofstede
(2022)
Journal Article
Downloadable Citations
About Durham Research Online (DRO)
Administrator e-mail: dro.admin@durham.ac.uk
This application uses the following open-source libraries:
SheetJS Community Edition
Apache License Version 2.0 (http://www.apache.org/licenses/)
PDF.js
Apache License Version 2.0 (http://www.apache.org/licenses/)
Font Awesome
SIL OFL 1.1 (http://scripts.sil.org/OFL)
MIT License (http://opensource.org/licenses/mit-license.html)
CC BY 3.0 ( http://creativecommons.org/licenses/by/3.0/)
Powered by Worktribe © 2024
Advanced Search