What aspect of service experience does 'how does the service feel' reflect?

The aspect of service experience that "how does the service feel" reflects is the Emotional Experience. This term encompasses the feelings and emotional responses of users when they interact with a service. It focuses on the intangible aspects of service delivery, such as comfort, trust, excitement, or frustration, which can significantly impact a customer's overall perception of the service.

Emotional experiences are crucial because they influence customer loyalty and retention. When customers have positive emotional responses associated with a service, they are more likely to engage with it again and even recommend it to others. Understanding and enhancing the emotional experience can lead to a stronger connection between the service provider and the user, fostering a sense of allegiance and satisfaction that goes beyond the mere functionality of the service.

This contrasts with other experiences such as Functional Experience, which pertains to the performance and effectiveness of the service; Satisfaction Levels, indicating whether the service meets or exceeds customer expectations; and Operational Efficiency, focusing on how well the service operates in terms of resources and processes. While all these aspects are important in defining the overall service experience, the emotional component is pivotal in creating memorable and impactful interactions.