Per Kristensson and Lars Witell, together with Mohamed Zaki from the Cambridge Service Alliance, are the editors of the new book "Handbook of Service Experience", which provides a comprehensive perspective on service experiences in business contexts. The book brings together current research and empirical case studies, focusing on customer experience, service design, innovation, and management in the digital era.
"We are very please to now present this book, says Per Kristensson, Professor of Psychology and Director of CTF. "As we have received many inquiries about our research on how customers, citizens, patients, and other users experience organizational offerings, we decided to join forces with the Cambridge Service Alliance at Cambridge University, with whom we have a strong relationship. It is a fantastic privilege, and a rare opportunity, to collaborate with one of the world’s top-ranked universities on such an important topic as people’s experiences of service organizations."
Published by Elgar, the book consists of 27 chapters where researchers and practitioners present new theoretical and practical insights to enhance the understanding of service experiences. It provides examples of how digital technologies can be leveraged to better design, innovate, and manage customer experiences, while also considering sustainability, risks, and ethical implications.
The book is intended for students and academics in business administration, digital marketing and service design, and organisational, social and occupational psychology, as well as professionals and entrepreneurs.
Several researchers from CTF have contributed to the book, including Maria Åkesson, Nina Löfberg, Bård Tronvoll, Bo Edvardsson, Poja Shams, Jenny Karlsson, Klas Hedvall, and Carolina Camén. Their chapters explore customer experiences with a focus on areas such as servitization, digitalization, and reuse.
