Mobile Service Experience -­ a quantitative study

• Type: Article in International Conference Proceedings Book
• Date: 2012

Authors

Teresa Sarmento (Author) FEUP; Lia Patrício (Author) FEUP

Conference proceedings International

Title: AMAServsig2012

Pages: 1-12

Scientific classification

FOS: Social sciences > Economics and Business

Other information

Authenticus ID: P-011-5Y7

Abstract (EN): Incorporating Mobile service experiences into service design bring new challenges to service innovation and entails a consciousness of service specific characteristics in the mobile context. This is more relevant if we have in mind that these are customer ¿ journeys with self-service situations. This paper presents the results of a quantitative study of mobile service experience. This quantitative study was based on a survey with users of a new mobile service for managing loyalty programs. Study results allow the identification of service experience dimensions. Based on this process a new measurement model is proposed for the customer experience factors and includes them into the design of new services. These results are important to understand the impact of some Mobile Experience factors on experience outcomes such as emotions, sensorial descriptors, attitudes, and social self-concept. Previous literature has conceptualized customer experience but empirical studies are still scarce. Helkkula (2011) charactherizes the service experience¿s concept demonstrating the existence of empirical studies only as a outcome based. However, in order to better understand this concept, Verhoef et al. (2009) have developed a conceptual model that reveals the holistic influence of antecedents and moderators in the customer experience. Thus, in spite of its interest, complexity and distinctiveness the service experience and its research applied to mobile services, has not been made in-depth so far. Therefore, it is important to study Mobile service identifying its main dimensions so they can be incorporated into New Service Design. This study develops a scale to measure Mobile Service Experience (MSE). Starting from exploratory and qualitative study, a questionnaire was developed and administered to 241 customers around the world. Data analysis allowed the identification of six MSE dimensions: `Awareness¿ is the extent to which the service is promoted to be known by the general public. `Availability¿ is the extent to which the service is available and accessible. `Usefulness¿ is the degree of service¿s convenience through an overall experience perspective. `Ease of use¿ is how the service is `ease to learn¿ and how `appealing¿ it is. `Security¿ is the extent to which the service cares with `privacy of data¿ and `trust¿. `Service in store¿ is the way service takes place in the store environment. This paper contributes as an empirical study of MSE showing that encompasses a broader set of experience factors. MSE dimensions influence the conception of mobile services; their consciousness will be a good contribution to New Service Development.

Language: English

Type (Professor's evaluation): Scientific