Service Journey Analysis

Service Journey Analysis is a methodological framework within customer journey research that systematically examines the sequence, quality, and interdependencies of service interactions across multiple touchpoints to evaluate and optimize service delivery performance.

Publications

5.4K

Citations

208

Authors

130

Institutions

Publications per year

2017–2026

Parents

Customer Journey Analysis

Publications

The impact of other customers on service experiences: A critical incident examination of “getting along”

Stephen J. Grove, Raymond P. Fisk · Journal of Retailing · 1997 · 758 citations

Management, Marketing, Customer Relationship Management +15

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Clay M. Voorhees, Paul W. Fombelle, Yany Grégoire et al. · Journal of Business Research · 2017 · 469 citations · Full text

Business, Marketing, Marketing Management +14

Customer journeys: a systematic literature review

Asbjørn Følstad, Knut Kvale · Journal of Service Theory and Practice · 2018 · 374 citations · Full text

Business, Marketing, Service Design +15

The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research

Yves Van Vaerenbergh, Dorottya Varga, Arne De Keyser et al. · Journal of Service Research · 2018 · 295 citations · Full text

Management, Organizational Behavior, Customer Relationship Management +10

Improving service quality through customer journey analysis

Ragnhild Halvorsrud, Knut Kvale, Asbjørn Følstad · Journal of Service Theory and Practice · 2016 · 264 citations · Full text

Business, Quality Management, Service Design +15

1–5 of 77

Authors

208

AF
Asbjørn Følstad
SINTEF, Norway
4 publications · 673 citations
4
h-index
KK
Knut Kvale
Telenor (Norway), Norway
4 publications · 673 citations
4
h-index
RH
Ragnhild Halvorsrud
SINTEF, Norway
3 publications · 307 citations
3
h-index
HT
Harri Terho
University of Turku, Finland
2 publications · 120 citations
2
h-index
AP
Angelos Pantouvakis
University of Piraeus, Greece
2 publications · 69 citations
2
h-index

1–5 of 208

Institutions

130

1–8 of 130

Venues

Journal of service management
4 publications · 242 citations
4
h-index
Journal of Service Theory and Practice
JSTP · 4 publications · 673 citations
4
h-index
Journal of Business Research
JBR · 3 publications · 830 citations
3
h-index
Transportation
3 publications · 255 citations
3
h-index
Journal of Service Research
JSR · 3 publications · 379 citations
3
h-index

1–5