Cast your vote
You can rate an item by clicking the amount of stars they wish to award to this item.
When enough users have cast their vote on this item, the average rating will also be shown.
Your vote was cast
Thank you for your feedback
Thank you for your feedback
MetadataShow full item record
Showing items related by title, author, creator and subject.
Creating Sustainable Innovation through Design for Behaviour Change: Summary ReportNiedderer, Kristina; Mackrill, James; Clune, Stephen; Lockton, Dan; Ludden, Geke; Morris, Andrew; Cain, Rebecca; Gardiner, Edward; Gutteridge, Robin; Evans, Martyn; et al. (University of Wolverhampton, CADRE, 2014-09-18)
Creating Sustainable Innovation through Design for Behaviour Change: Full Project ReportNiedderer, Kristina; Mackrill, James; Clune, Stephen; Lockton, Dan; Ludden, Geke; Morris, Andrew; Cain, Rebecca; Gardiner, Edward; Gutteridge, Robin; Evans, Martyn; et al. (University of Wolverhampton, CADRE, 2014-10-31)
Setting the stage for service experience: design strategies for functional servicesBeltagui, Ahmad; Candi, Marina; Riedel, Johann (Emerald, 2016-09-30)Purpose—This research identifies service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability. Design/methodology/approach—An abductive, multiple-case study involves 12 service firms from diverse online and offline service sectors. Findings—Six service design strategies represent two overarching themes: Customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience. Research limitations/implications—The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links. Practical implications—The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services. Originality/value—Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience. Keywords—Service experience, Customer experience, Service design, Service management, Interaction design, Emotional design