Understanding the customer experience with smart services

• Published in: International journal of service industry management Vol. 31; no. 4; pp. 723 - 744
• Main Authors: Gonçalves, Luisa, Patrício, Lia, Grenha Teixeira, Jorge, Wünderlich, Nancy V
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 01.10.2020; Emerald Group Publishing Limited
• Subjects: Communication; Customer services; Data integrity; Digitization; Energy consumption; Energy industry; Information technology; Internet of Things; Management; Privacy; Service industries; Smart houses; Smart service; Customer experience; Smart energy services; Technology-enabled services
• ISSN: 1757-5818; 1757-5826
• DOI: 10.1108/JOSM-11-2019-0349

PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.FindingsThe findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.Originality/valueSmart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.