Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Design Dimensions of Experience Rooms for Service Test Drives:: Case Studies in Several Service Contexts
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
UK.
2010 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 4, p. 312-327Article in journal (Refereed) Published
Abstract [en]

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".

Place, publisher, year, edition, pages
2010. Vol. 20, no 4, p. 312-327
Keywords [en]
Service industries, Design, Service delivery, Value chain
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-10064DOI: 10.1108/09604521011057469ISI: 000280697100001OAI: oai:DiVA.org:kau-10064DiVA, id: diva2:493582
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2017-12-07Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full text

Search in DiVA

By author/editor
Edvardsson, BoEnquist, Bo
By organisation
Service Research CenterDepartment of Business AdministrationThe Service and Market Oriented Transport Research Group
In the same journal
Managing Service Quality
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 69 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf