Purpose

The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).

Design/methodology/approach

The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.

Findings

Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.

Originality/value

This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.

中文翻译：

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客户体验 (CX)、员工体验 (EX) 和人类体验 (HX)：介绍、互动和跨学科影响

目的

本文的目的是概述什么是（服务）体验，并从三个不同的角度对其进行研究：客户体验（CX）、员工体验（EX）和人类体验（HX）。

设计/方法论/途径

目前的概念融合了营销和组织行为/人力资源管理（OB/HRM）学科，以澄清和反映（服务）体验的含义。营销学科阐明了 CX 的概念，而 OB/HRM 学科阐明了 EX 的概念。 HX 的概念超越了 CX 和 EX，根据其在服务研究的最新发展进行了检验。对于这三个概念中的每一个，都确定了关键主题，并提出了未来的研究方向。

发现

因为个人寻求实现的目标取决于他们所扮演的角色，所以体验的三个视角（CX、EX 和 HX）中的每一个都应该有不同的焦点。 CX 要求专注于解决客户目标的过程。 EX 需要考虑支持员工的组织环境和工作内容。最后，HX 的重点应该是通过增强人类基本需求的满足和减少对人类基本需求的侵犯来实现福祉。

原创性/价值

本文提供了（服务）体验的跨学科视角，并同时讨论了 CX、EX 和 HX，以协调服务研究中体验的不同观点。