palvelukokemuksina

Palvelukokemuksina is a Finnish expression used in service research and customer experience management to refer to the experiences customers have when interacting with a service. The term emphasizes the experiential aspect of service encounters and is typically used to discuss the total perceived value across a service journey, from initial contact to post-use support.

The concept covers both tangible elements such as the physical environment and digital interfaces, and intangible elements like staff conduct, communication, and emotional resonance. Variations in service design, process efficiency, and perceived outcomes influence how customers interpret these experiences. Organizations aim to design and manage palvelukokemuksina by mapping customer journeys, identifying critical touchpoints, and aligning people, processes, and technology to support a positive overall experience.

Researchers and practitioners employ methods such as customer journey mapping, service blueprinting, touchpoint analysis, and experience-based metrics. Quantitative measures like customer satisfaction, Net Promoter Score, and effort scores complement qualitative insights from interviews and ethnography. The goal is to enhance satisfaction, loyalty, and advocacy by improving the consistency and predictability of service experiences across channels.

In Finnish discourse, the term appears in academic writings on service design and consumer behavior as part of broader discussions about customer experience management and service-dominant logic. It is often contrasted with narrower notions of service quality to highlight the experiential dimension of value creation.