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Träfflista för sökning "WFRF:(Enquist Bo) srt2:(2010-2014)"

Sökning: WFRF:(Enquist Bo) > (2010-2014)

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1.
  • Edvardsson, Bo, et al. (författare)
  • Design Dimensions of Experience Rooms for Service Test Drives: : Case Studies in Several Service Contexts
  • 2010
  • Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 20:4, s. 312-327
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The objective of this exploratory study is to analyse "test drives" of service offerings in a variety of service contexts by applying existing design dimensions of experience rooms in order to develop some principles to assist service designers who are interested in developing such "test drives" for their potential customers. Design/methodology/approach - An exploratory qualitative study was undertaken using three case studies with varying levels of simulation/artificiality. Data were collected from documents and interviews with service providers and customers and analysed using a framework of six dimensions Findings - The study adds a sixth dimension to the existing five dimensions or experience rooms found in the literature It also proposes seven principles to guide designers who seek to create new service "test drives" The study also introduces the new notion of "value in pre-use" (a development of "value in use") to describe the potential value of "real" services yet to be purchased Finally the study documents some of the advantages and disadvantages of using "test drives" Research limitations/implications - The exploratory and interpretive nature of the research, and the limited number of cases and respondents, limits the generalisability of the findings Practical implications - The study provides several principles that can be used in the design of service "test drives". Originality/value - This is the first paper to analyse the design dimensions of service "test drives" and to propose the notion of "value in pre-use".
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  • Edvardsson, Bo, et al. (författare)
  • Values Resonance Drives Sustainable Customer Value : Lessons from IKEA
  • 2012
  • Ingår i: Service Management. - New York : Springer Science+Business Media B.V.. - 9781461415534 ; , s. 249-269
  • Bokkapitel (refereegranskat)abstract
    • In this chapter, we focus on how sustainable customer value is a driver of business success. Our role model is the retail company IKEA, the world’s largest furniture industry business. IKEA is a successful and growing business, with long-term profitability.
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  • Pareigis, Jörg, 1977-, et al. (författare)
  • Exploring the role of the service environment in forming customer's service experience
  • 2011
  • Ingår i: International Journal of Quality and Service Sciences. - Bingley, UK : Emerald. - 1756-669X .- 1756-6703. ; 3:1, s. 110-124
  • Tidskriftsartikel (refereegranskat)abstract
    • The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent conceptualization of the experience room. Public transport travellers were provided with a public transport travel diary and were encouraged to make detailed notes about their service experience during their journey. The diaries were than transcribed and coded in NVivo8 using a constant comparative method. The qualitative analysis of the public transport travel diaries revealed six emerging themes of service experience: customer processes, other customers, physical environment, contact personnel, provider processes and wider environment. The interplay between these themes is what forms the service experience of customers. The inductive analysis of the empirical material contextualizes the experience room model in a utilitarian and facility-driven service. This deductive analysis of 100 customer experiences shows that the dimensions customer involvement, customer placement and physical artefacts are most important for the customer's service experience in this context. This paper offers a set of important empirically based customer experience dimensions with public transport. The paper also provides a contextualization of a theoretical model, the experience room model. The contribution results show the importance of interactions with other customers and the physical environment for the customer's experience
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