3-Feb-2025
A new perspective on well-being – consumer agency in immersive service
University of VaasaPeer-Reviewed Publication
In a recent article published in the Journal of Marketing, researchers from the University of Vaasa (Finland), Arizona State University (United States), and Hanken School of Economics (Finland) offer a new perspective on how immersive services, such as residental care, affect consumer agency. Their discovery expands marketing theory and offers actionable implications for organizations to improve the service experiences of their customers. The researchers define immersive service as a service that consumers are embedded in and surrounded by, in the sense that their life experience is within the service and, in great part, constructed by it for some period of time. Consumers frequently experience immersive service in healthcare (e.g., hospital stays, residential care), education (e.g., school/university attendance) or hospitality (e.g., air travel, resorts) among others.
- Journal
- Journal of Marketing
- Funder
- Fulbright Suomi -säätiö, Suomen Akatemia, Academy of Finland