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Emotions in Customer Experience

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Emotions in Customer Experience. / Kuuru, Tiina-Kaisa; Litovuo, Lauri; Aarikka-Stenroos, Leena; Helander, Nina.

Society as an Interaction Space : A Systemic Approach. ed. / Hanna Lehtimäki; Petri Uusikylä; Anssi Smedlund. Vol. 22 Springer Nature, 2020. p. 247-274 (Translational Systems Sciences; Vol. 22).

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

Harvard

Kuuru, T-K, Litovuo, L, Aarikka-Stenroos, L & Helander, N 2020, Emotions in Customer Experience. in H Lehtimäki, P Uusikylä & A Smedlund (eds), Society as an Interaction Space : A Systemic Approach. vol. 22, Translational Systems Sciences, vol. 22, Springer Nature, pp. 247-274. https://doi.org/10.1007/978-981-15-0069-5_12

APA

Kuuru, T-K., Litovuo, L., Aarikka-Stenroos, L., & Helander, N. (2020). Emotions in Customer Experience. In H. Lehtimäki, P. Uusikylä, & A. Smedlund (Eds.), Society as an Interaction Space : A Systemic Approach (Vol. 22, pp. 247-274). (Translational Systems Sciences; Vol. 22). Springer Nature. https://doi.org/10.1007/978-981-15-0069-5_12

Vancouver

Kuuru T-K, Litovuo L, Aarikka-Stenroos L, Helander N. Emotions in Customer Experience. In Lehtimäki H, Uusikylä P, Smedlund A, editors, Society as an Interaction Space : A Systemic Approach. Vol. 22. Springer Nature. 2020. p. 247-274. (Translational Systems Sciences). https://doi.org/10.1007/978-981-15-0069-5_12

Author

Kuuru, Tiina-Kaisa ; Litovuo, Lauri ; Aarikka-Stenroos, Leena ; Helander, Nina. / Emotions in Customer Experience. Society as an Interaction Space : A Systemic Approach. editor / Hanna Lehtimäki ; Petri Uusikylä ; Anssi Smedlund. Vol. 22 Springer Nature, 2020. pp. 247-274 (Translational Systems Sciences).

Bibtex - Download

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title = "Emotions in Customer Experience",
abstract = "The aim of this chapter is to display how emotions build experiences in interactive society. To map out the emotions’ essential role in experiences, the chapter focuses to look over the literature on emotions in customer experience (CX), which is defined as an umbrella term for diverse experiences. The chapter introduces four key insights to underline the integral relation between emotions in CX in interactive society: (1) we identify eight different types and suggest a framework that captures these key types on how emotions build experiences, (2) emotions in CX are essential both in offline and online environments, (3) the diversity of emotions in interactive society is broad from positive and negative ones, and especially the role of the negative emotions should be acknowledged and further explored, and (4) we propose a set of definitions to clarify different terms used around emotions. The framework serves as a tool that guides practitioners and researchers and other professionals to acknowledge different facets of emotions when aiming to co-create experiences and manage them in the interactive society.",
author = "Tiina-Kaisa Kuuru and Lauri Litovuo and Leena Aarikka-Stenroos and Nina Helander",
note = "INT=ikma,{"}Kuuru, Tiina-Kaisa{"}",
year = "2020",
doi = "10.1007/978-981-15-0069-5_12",
language = "English",
isbn = "978-981-15-0068-8",
volume = "22",
series = "Translational Systems Sciences",
publisher = "Springer Nature",
pages = "247--274",
editor = "Lehtim{\"a}ki, {Hanna } and Petri Uusikyl{\"a} and Anssi Smedlund",
booktitle = "Society as an Interaction Space",

}

RIS (suitable for import to EndNote) - Download

TY - CHAP

T1 - Emotions in Customer Experience

AU - Kuuru, Tiina-Kaisa

AU - Litovuo, Lauri

AU - Aarikka-Stenroos, Leena

AU - Helander, Nina

N1 - INT=ikma,"Kuuru, Tiina-Kaisa"

PY - 2020

Y1 - 2020

N2 - The aim of this chapter is to display how emotions build experiences in interactive society. To map out the emotions’ essential role in experiences, the chapter focuses to look over the literature on emotions in customer experience (CX), which is defined as an umbrella term for diverse experiences. The chapter introduces four key insights to underline the integral relation between emotions in CX in interactive society: (1) we identify eight different types and suggest a framework that captures these key types on how emotions build experiences, (2) emotions in CX are essential both in offline and online environments, (3) the diversity of emotions in interactive society is broad from positive and negative ones, and especially the role of the negative emotions should be acknowledged and further explored, and (4) we propose a set of definitions to clarify different terms used around emotions. The framework serves as a tool that guides practitioners and researchers and other professionals to acknowledge different facets of emotions when aiming to co-create experiences and manage them in the interactive society.

AB - The aim of this chapter is to display how emotions build experiences in interactive society. To map out the emotions’ essential role in experiences, the chapter focuses to look over the literature on emotions in customer experience (CX), which is defined as an umbrella term for diverse experiences. The chapter introduces four key insights to underline the integral relation between emotions in CX in interactive society: (1) we identify eight different types and suggest a framework that captures these key types on how emotions build experiences, (2) emotions in CX are essential both in offline and online environments, (3) the diversity of emotions in interactive society is broad from positive and negative ones, and especially the role of the negative emotions should be acknowledged and further explored, and (4) we propose a set of definitions to clarify different terms used around emotions. The framework serves as a tool that guides practitioners and researchers and other professionals to acknowledge different facets of emotions when aiming to co-create experiences and manage them in the interactive society.

U2 - 10.1007/978-981-15-0069-5_12

DO - 10.1007/978-981-15-0069-5_12

M3 - Chapter

SN - 978-981-15-0068-8

VL - 22

T3 - Translational Systems Sciences

SP - 247

EP - 274

BT - Society as an Interaction Space

A2 - Lehtimäki, Hanna

A2 - Uusikylä, Petri

A2 - Smedlund, Anssi

PB - Springer Nature

ER -