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Abstract
Extreme service or product experiences have a major influence on perceptions and behavior. Therefore, numerous studies have collected such single positive and negative experiences to understand which factors affect (dis)satisfaction, value, and quality. However, most of these studies lack the process approach needed for understanding why and how these experiences take place and proceed, whereas the context of mobile applications has also remained highly unexplored. This study aims to fill the gap by presenting the mobile experience process model with empirical evidence of extreme experiences from 606 actual mobile application users. With the help of the model and the detailed descriptions of its elements, researchers and practitioners will be able to understand triggers, interactions, and perceptions that build up to single experiences and identify differences between positive and negative extreme experiences as well as different application types.
Acknowledgments
The research is partially supported by Nokia Foundation, the Research and Training Foundation of TeliaSonera Finland Oyj, and HPY Research Foundation. Janne Pirttiniemi and Matthias Baldauf offered helpful assistance regarding this article.
Notes
1A mobile application is defined as software installed in mobile or tablet devices. An application can be preinstalled or downloaded from an application marketplace such as the Apple App Store or Google Play.
2The development process started initially from the empirical evidence and our earlier studies, so that the empirical evidence would not be forced to take the shape of any preproposed conceptual model.
3The language of the questionnaire was Finnish.
4Each experience was categorized by the most dominant interaction state during the actual interaction.