Christian Grönroos, Hanken School of Economics Finland
Duncan Guest, Nottingham Trent University, UK
Jonas Holmqvist, Kedge Business School, France

A customers may identify himself/herself more or less with a service provider. This project studies how a perceived psychological distance between the two actors influences the service experience. A conceptual analysis divides the effects into three categories: first, how perceived psychological distance from the service interaction can act as barrier to entering a service encounter; second, how psychological distance can influence how customers construe the service and value creation; and third, how customer-specific characteristics can impact the service experience and value creation.

 

Holmqvist, Jonas, Guest, Duncan and Grönroos, Christian (2015): The role of psychological distance in value creation. Management Decision. Vol. 53, No. 7, pp. 1430-1451
http://dx.doi.org/10.1108/MD-06-2014-0335