Seamlessness as a Success Factor in Digital Service Innovation
Journal
Forum Dienstleistungsmanagement
ISSN
2662-3382
ISSN-Digital
2662-3390
Type
book chapter
Date Issued
2026-07-05
Author(s)
Editor(s)
Bruhn, Manfred
Hadwich, Karsten
Abstract
This article conceptualizes seamlessness as a success factor in customer experience management. It develops a dual perspective framework consisting of (a) provider-created, consumer-perceived design-induced seamlessness, specified through nine dimensions by integrating three previously siloed research streams; and (b) consumer-manifested experienced seamlessness, explained via processing fluency and convenience. Building on this framework, an outcome model links seamlessness to flow, satisfaction, and loyalty. This is examined in the Apple ecosystem using PLS-SEM.
Language
English
Keywords
Seamlessness
Digital Service Innovation
Customer Experience
Services Marketing
Omnichannel
Service Innovation
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Digitale Serviceinnovationen
Publisher
Springer Fachmedien Wiesbaden
Publisher place
Wiesbaden
Start page
333
End page
370
Subject(s)
Division(s)