palveluhetkiä
Palveluhetkiä is a Finnish term used to describe brief moments of service in customer-facing interactions that influence the overall customer experience. The word combines palvelu (service) and hetki (moment). In Finnish business and service-design discourse, palveluhetkiä refers to micro-interactions that can be designed, trained for, and measured, rather than large, one-off transactions.
The concept emphasizes everyday encounters in retail, hospitality, healthcare, and public services. It is used to
In practice, organizations may cultivate palveluhetkiä through staff training, clear service scripts, and feedback loops. Evaluation
Critics note that emphasis on micro-interactions can risk overlooking structural issues or cultural expectations, and that