Abstrakti
Service is constructed of relationships, interactions and co-creation. To function well, both front stage and backstage processes and experiences need to be addressed. While the emphasis in service design has been on user and customer experience this chapter opens a
discussion on the role of service employee experience as a growing interest in design for services. This chapter aims to address the focus by introducing the authors’ reflections and experiences on the topic. Rather than a conclusion, this is an invitation to a discussion and more research on the interplay of employee and customer experience at face-to-face service touchpoints.
discussion on the role of service employee experience as a growing interest in design for services. This chapter aims to address the focus by introducing the authors’ reflections and experiences on the topic. Rather than a conclusion, this is an invitation to a discussion and more research on the interplay of employee and customer experience at face-to-face service touchpoints.
Alkuperäiskieli | Englanti |
---|---|
Otsikko | An Introduction to Industrial Service Design |
Toimittajat | Satu Miettinen |
Julkaisupaikka | Abingdon |
Kustantaja | Routledge |
Sivut | 17-24 |
Sivumäärä | 8 |
ISBN (elektroninen) | 978-1-315-56686-3 |
ISBN (painettu) | 978-1-4724-8577-9 |
DOI - pysyväislinkit | |
Tila | Julkaistu - marrask. 2016 |
OKM-julkaisutyyppi | D2 Artikkeli ammatillisessa kokoomateoksessa |