Search results for "Service design"
showing 10 items of 30 documents
Service Design and Urban Policies
2016
The urban environment has been facing multiple challenges, considering the social, political and economical forces which act within this realm. Indeed, various stakeholders have been debating over problems spread within the cites. The international community is aware about the needs to rethink the urbanisation model. Indeed, there is an high number of examples which show the necessity to bring new approaches, methods and processes in the cites’ strategies and policies. In this paper we will briefly show experimentations, methods and solutions deployed according to the different realities. The digital revolution has a role in facing these challenges, since it is possible to exploit its new m…
Phone-Controlled Delivery of NGN Services into Residential Environments
2008
The horizontally layered architecture of the IMS/NGN standards family enables the delivery of services independent of access network and requesting device. In this article, the authors propose a further separation of service control and delivery, allowing the requesting device - in particular a user's mobile phone - to invite other devices (we will focus on DLNA appliances) into the service delivery, enhancing both user experience and service design flexibility. The proposed solution builds on exploiting proximity technologies (e.g. barcodes, NFC) for pairing the control device with a remote environment. Motivated by scenarios, the architecture concepts are explained and a prototype that wa…
Introducing a sensemaking perspective to the service experience
2021
PurposeMost recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest for an in-depth understanding of the service experience. This study introduces a sensemaking perspective to the service experience and develops a conceptualization of how customers construct their experiences cognitively through sensemaking.Design/methodology/approachThe service experience literature is dominated by a focus on firms implementing service experiences for customers. This study, in contrast, investigates service experience and its …
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
An integrated information system for the acquisition, management and sharing of environmental data aimed to decision making
2012
This paper reports the first results of the Project SESAMO - SistEma informativo integrato per l’acquisizione, geStione e condivisione di dati AMbientali per il supportO alle decisioni (Integrated Information System for the acquisition, management and sharing of environmental data aimed to decision making). The main aim of the project is to design and develop an integrated environmental information platform able to provide monitoring services for decision support, integrating data from different environmental monitoring systems (including WSN). This ICT platform, based on a service-oriented architecture (SOA), will be developed to coordinate a wide variety of data acquisition systems, based…
Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction
2000
Bridging the gap between a firm's internal quality improvements and external measures of customer needs and satisfaction is an important yet complex translation process. The process has traditionally been studied within two very different domains. An external focus on customers has been the domain of marketers. Manufacturing and engineering-based approaches to quality management and improvement have traditionally taken a more internal, process improvement focus. Both areas have recognized the need to broaden thier focus and bridge the gap between internal quality and external customers needs and satisfaction. This paper offers a framework to integrate these two domains. A case study is pres…
Bringing Design Science Research to Service Design
2018
Service design is a multidisciplinary field dedicated to create new and innovative services. To accomplish this goal, service design resorts to contributions from other disciplines such as service management, marketing, information systems and interaction design. However, service design lacks dedicated methods and models that integrate the contributions from these disciplines. Design science research (DSR) offers a solid methodology to develop such artifacts and is already starting to be used in service research. To show how DSR can support service design, this article presents two new service design methods that have been developed using DSR and examines the process followed for developing…
Designing digital well-being of senior citizens
2020
In this paper, we illustrate a concrete case to apply the Life-Based Design approach to identifying human goals for technology to achieve. We focus on a form-of-life method of design, which seeks to reach a mental state of “digital wellbeing.” Digital well-being aims to facilitate digitalization and changes in the digital environment, and to maximize the availability and accessibility of services. We evaluate the target group of senior citizens, who are facing an accelerating pace of digitalization of the services in their daily lives. This increases their sense of anxiety and undermines their well-being. peerReviewed
A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily
2016
A novel fuzzy framework is considered to analyze healthcare service quality.The fundamental quality structure of healthcare service delivered in Sicily is described.The public healthcare in Sicily (Italy) is strategically analyzed.Strategic stakeholders' oriented implications for healthcare improvements are given. A novel fuzzy evaluation framework is applied in this study to evaluate service quality in the public healthcare sector. In particular, the proposed framework is based on the ServQual disconfirmation paradigm and incorporates the Analytic Hierarchy Process (AHP) method to elicit reliable estimations of service quality expectations. Moreover, degrees of uncertainty, subjectivity an…
How to enhance service quality through organizational facilitators, collective work engagement, and relational service competence
2013
This study aims to test how collective work engagement and relational service competence, as affective and cognitive-competent collective states, mediate the relationship between organizational facilitators and customers' perceptions of service quality. In all, 107 service-oriented units were aggregated from 615 service workers and 2165 customers. Structural equation modelling confirmed that organizational facilitators are related to collective work engagement andrelational service competence, which play a mediating role between organizational facilitators and service quality. Whereas collective work engagement plays a partially mediating role between organizational facilitators and relatio…