Service experience, i.e. the experiential results delivered by a service to its customers, is rightly at the center of many discussions in our field. However, we shouldn’t neglect considering non-experiential service results: Has the repaired roof stopped leaking? Has the taxi taken me to my destination? Can I sing better now that I have taken the lessons?
While it may be technically possible to frame such non-experiential service results, or service outcomes, as kinds of service experiences, this does not feel natural to me.
Service experience may well be the better competitive differentiator, but without adequate service outcomes, customers are unlikely to care much about the superior experience we may provide.