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Service design : Suggesting a qualitative multistep approach for analyzing and examining theme park experiences

Trischler, Jakob (author)
Southern Cross University
Zehrer, Anita (author)
Management Center Innsbruck
 (creator_code:org_t)
2012-01-25
2012
English.
In: Journal of Vacation Marketing. - : Sage Publications. - 1356-7667 .- 1479-1870. ; 18:1, s. 57-71
  • Journal article (peer-reviewed)
Abstract Subject headings
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  • 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.

Subject headings

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Keyword

Business Administration
Företagsekonomi

Publication and Content Type

ref (subject category)
art (subject category)

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Trischler, Jakob
Zehrer, Anita
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SOCIAL SCIENCES
SOCIAL SCIENCES
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Journal of Vacat ...
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Karlstad University

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