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

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    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.