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Introducing a sensemaking perspective to the service experience
Kemppainen, T., & Uusitalo, O. (2022). Introducing a sensemaking perspective to the service experience. Journal of Service Theory and Practice, 32(2), 283-301. https://doi.org/10.1108/jstp-02-2021-0030
Published inJournal of Service Theory and Practice
© 2021, Emerald Publishing Limited
Purpose Most recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest for an in-depth understanding of the service experience. This study introduces a sensemaking perspective to the service experience and develops a conceptualization of how customers construct their experiences cognitively through sensemaking. Design/methodology/approach The service experience literature is dominated by a focus on firms implementing service experiences for customers. This study, in contrast, investigates service experience and its formation from the customers' viewpoint: how service experiences are formed as a part of customers' everyday life and sensemaking processes instead of under service providers' control. Findings Service experience is characterized as a mental picture – a collage of meanings created by a customer through the sensemaking processes. A sensemaking framework that characterizes service experience formation and its four seminal dimensions, including the self-related, sociomaterial, retrospective and prospective sensemaking, is introduced. Originality/value This article contributes to the service literature by introducing a new theoretical lens through which the service experience concept can be investigated and reframed. ...
ISSN Search the Publication Forum2055-6225
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- Kauppakorkeakoulu 
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