Integrating and Extending Research
Edited by Ada Scupola and Lars Fuglsang
Chapter 2: Experience and innovation in services: From humanen counters to social building
This chapter provides a theory about integrating service experiences with service innovations. Service encounters lie at the core of this integration. In addition, the chapter illustrates the nature of service innovation in the light of service experiences in terms of connecting people (connectivity to others and self-awareness) and engaging people (trust and freedom). Different social contexts give rise to different service experiences. The hypothesis of this chapter is that the social context is a factor bridging the service experience and service innovation. Human encounters in services are the basis of social and economic building in services. This chapter also reinforces the bridge between service innovations and social innovations.
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