Measuring multiple senses in service experiences: The Amusement Park Case

Annika Isacsson, Leena Alakoski, Asta Bäck

    Research output: Contribution to conferenceConference articleScientific


    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 Sept 20119 Sept 2011


    Conference4th Advances in Tourism Marketing Conference,


    • Service design
    • multimodal service experiences
    • user involvement


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