Measuring multiple senses in service experiences: The Amusement Park Case

Annika Isacsson, Leena Alakoski, Asta Bäck

Research output: Contribution to conferenceConference articleScientific

Abstract

The paper deals with how service design methods can be used to gather information and evaluate the service experience from a multisensory point of view, and how this data can be used to develop the service experience. The work is based on the assumption that customers are active service co-producers and actors within the context of service experiences. Empathy tool, storytelling and two variants of probe, namely observation table and notebook we used to gather user experiences and by putting emphaisis on sight, hearing, touch, scent, sense of motion, and the social environment. Service journeys, affinity-diagrams, and content analysis were used to analyse results. Finding are presented and their usefulness for supporting service innovation and improvement work is discussed
Original languageEnglish
Publication statusPublished - 2011
MoE publication typeNot Eligible
Event4th Advances in Tourism Marketing Conference, - Maribor, Slovenia
Duration: 6 Sep 20119 Sep 2011

Conference

Conference4th Advances in Tourism Marketing Conference,
CountrySlovenia
CityMaribor
Period6/09/119/09/11

Fingerprint

Audition
Innovation

Keywords

  • Service design
  • multimodal service experiences
  • user involvement

Cite this

Isacsson, A., Alakoski, L., & Bäck, A. (2011). Measuring multiple senses in service experiences: The Amusement Park Case. Paper presented at 4th Advances in Tourism Marketing Conference, Maribor, Slovenia.
Isacsson, Annika ; Alakoski, Leena ; Bäck, Asta. / Measuring multiple senses in service experiences : The Amusement Park Case. Paper presented at 4th Advances in Tourism Marketing Conference, Maribor, Slovenia.
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Isacsson, A, Alakoski, L & Bäck, A 2011, 'Measuring multiple senses in service experiences: The Amusement Park Case' Paper presented at 4th Advances in Tourism Marketing Conference, Maribor, Slovenia, 6/09/11 - 9/09/11, .

Measuring multiple senses in service experiences : The Amusement Park Case. / Isacsson, Annika; Alakoski, Leena; Bäck, Asta.

2011. Paper presented at 4th Advances in Tourism Marketing Conference, Maribor, Slovenia.

Research output: Contribution to conferenceConference articleScientific

TY - CONF

T1 - Measuring multiple senses in service experiences

T2 - The Amusement Park Case

AU - Isacsson, Annika

AU - Alakoski, Leena

AU - Bäck, Asta

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N2 - The paper deals with how service design methods can be used to gather information and evaluate the service experience from a multisensory point of view, and how this data can be used to develop the service experience. The work is based on the assumption that customers are active service co-producers and actors within the context of service experiences. Empathy tool, storytelling and two variants of probe, namely observation table and notebook we used to gather user experiences and by putting emphaisis on sight, hearing, touch, scent, sense of motion, and the social environment. Service journeys, affinity-diagrams, and content analysis were used to analyse results. Finding are presented and their usefulness for supporting service innovation and improvement work is discussed

AB - The paper deals with how service design methods can be used to gather information and evaluate the service experience from a multisensory point of view, and how this data can be used to develop the service experience. The work is based on the assumption that customers are active service co-producers and actors within the context of service experiences. Empathy tool, storytelling and two variants of probe, namely observation table and notebook we used to gather user experiences and by putting emphaisis on sight, hearing, touch, scent, sense of motion, and the social environment. Service journeys, affinity-diagrams, and content analysis were used to analyse results. Finding are presented and their usefulness for supporting service innovation and improvement work is discussed

KW - Service design

KW - multimodal service experiences

KW - user involvement

M3 - Conference article

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Isacsson A, Alakoski L, Bäck A. Measuring multiple senses in service experiences: The Amusement Park Case. 2011. Paper presented at 4th Advances in Tourism Marketing Conference, Maribor, Slovenia.