Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Service Futures: What is Expected from Customer Care?
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Title:
Service Futures: What is Expected from Customer Care?
Author:
Asbjørn Følstad: SINTEF, Oslo, Norway Knut Kvale: Telenor Research, Fornebu, Norway Joachim Bråthen: Telenor Research, Fornebu / University of Oslo, Norway Ida Maria Haugstveit: SINTEF, Oslo, Norway
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Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
001
Pages:
1-10
No. of pages:
10
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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Customer care is a critical aspect of service provision. A customer-centric approach to the design of services depends on knowledge of customers’ preferences and expectations for customer care. In this paper; we present a study on customers’ near future expectations for customer care within selected service sectors. As part of a future scenario process; 151 participants contributed their perspectives on customer care for banking; telecom; and logistic services. The study findings highlight expectations concerning service value and service experience; and shed light on preferences for self-service vs. manual care. Furthermore; we find that; though the participants expressed a marked preference for service providers that add a positive experiential aspect to their customer care; the studied service sectors were not closely associated with experiential customer care. Consequently; the experiential aspects of customer care may represent an unrealized potential in these sectors.

Keywords: Customer insight; customer care; service design; future services

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Asbjørn Følstad, Knut Kvale, Joachim Bråthen, Ida Maria Haugstveit
Title:
Service Futures: What is Expected from Customer Care?
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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Asbjørn Følstad, Knut Kvale, Joachim Bråthen, Ida Maria Haugstveit
Title:
Service Futures: What is Expected from Customer Care?
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