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Conceptualising touchpoint containers to enhance multi-actor experience
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (IxS)ORCID iD: 0000-0002-8234-0652
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (IxS)
2017 (English)Conference paper, Published paper (Refereed)
Abstract [en]

When designing and managing services, customer journey mapping and

service blueprints are often used to described and understand the specific

service. However, in many services, when implemented, actual customer

journeys are intersecting in specific spaces. This paper introduces the

touchpoint container as a strong concept to understand resource

integration in spaces where touchpoints from different customer journeys

have been collected. We provide an empirical illustration on what a

touchpoint container is and highlight the features of such a container.

Place, publisher, year, edition, pages
2017.
Keyword [en]
Touchpoint container, touchpoint, customer experience, service design
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-142084OAI: oai:DiVA.org:liu-142084DiVA: diva2:1151069
Conference
QUIS15, 15th International Research Symposium on Service Excellence in Management, 12-15 June, 2017, Porto, Portugal
Projects
Service Design for Innovation (SDIN)
Available from: 2017-10-21 Created: 2017-10-21 Last updated: 2017-11-10Bibliographically approved

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Authority records BETA

Rodrigues, VanessaHolmlid, Stefan

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • 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