The Impact on Service Experiences of Psychological Distance between Customers and Service Providers (New)

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