Examining roles of peripheral service evidence in customer experiences: from the perspective of embodied interaction

Abstract

Purpose

This study aims to apply the theoretical lens of embodied interaction to examine roles of peripheral service evidence (PSE) in customer experiences. While previous research explained the role of PSE as tangible proof from the firm’s perspective, this study investigates how customers interact with PSE and shape their experiences from customer’s perspective.

Design/methodology/approach

The research employed a qualitative methodology, conducting in-depth interviews with 40 participants. These interviews were designed to elicit narratives about customers’ experiences with eight archetypes of PSE across various service contexts. The study utilized thematic analysis to uncover the underlying roles of PSE in enhancing customer experiences.

Findings

The analysis identified five key themes demonstrating the impact of PSE on customer experience: facilitating embodied interactions on-site, resourcing customer-created servicescapes, fostering autonomy, embodying priority and urgency and evoking reflective experiences. These findings reveal that PSE serves as a crucial resource that enables customers to actively shape their service journeys, extending beyond its traditional role as mere tangible proof of service transactions.

Originality/value

This study contributes to the literature by reconceptualizing PSE from a customer-centric perspective, highlighting its role in empowering customers to actively shape their service journeys and activities for value cocreation. By applying the concept of embodied interaction, the study provides new insights into how PSE artifacts, in their mundane forms, significantly influence customer experiences. This study opens new vistas in service research by examining customer interactions from the perspective of embodied interaction. The findings offer practical implications for service providers and designers on how to utilize PSE to enhance customer experiences.

Citation

Lee, J.-J. and Lee, K.S. (2024), "Examining roles of peripheral service evidence in customer experiences: from the perspective of embodied interaction", Journal of Services Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSM-10-2023-0397