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Service design :
Service design : Suggesting a qualitative multistep approach for analyzing and examining theme park experiences
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- Trischler, Jakob (författare)
- Southern Cross University
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- Zehrer, Anita (författare)
- Management Center Innsbruck
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(creator_code:org_t)
- 2012-01-25
- 2012
- Engelska.
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Ingår i: Journal of Vacation Marketing. - : Sage Publications. - 1356-7667 .- 1479-1870. ; 18:1, s. 57-71
- Relaterad länk:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Ämnesord
Stäng
- This article proposes and applies a multistep qualitative approach for evaluating service experiences, adapted from the emerging field of service design, in a theme park. It is argued that service design offers effective methods for analyzing and developing complex service experiences. By applying ‘persona’, ‘observation’, ‘guided interviews’, and ‘visualization’ methods to a theme park at the Gold Coast, Australia, it is found that the multistep approach delivers comprehensive insights into customer experiences and identifies critical incidents that take place during the service experience. As such, this study suggests a new method of how to analyze and evaluate service experiences.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- Business Administration
- Företagsekonomi
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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