What is service design
2012 (English)In: Service Design and Tourism: Case studies of applied research projects on mobile ethnography for tourism destinations / [ed] Marc Stickdorn, Birgit Frischhut, Norderstedt: Books on Demand , 2012, 10-21 p.Chapter in book (Other academic)
Tourism becomes more and more transparent through social media and tourism review websites. Nowadays, it’s the individual guest’s experience that makes or breaks the success of a tourism product. Thus, the focus in tourism shifts from mere marketing communications to meaningful experiences. Service design thinking can provide an in-depth and holistic understanding of customers required to co-create meaningful experiences with guests.The book provides an introduction into service design and tourism and presents seven case studies of European tourism destinations, which used the app myServiceFellow as a mobile ethnography research tool to gain genuine customer insights. The book reports lessons learned of these case studies, gives managerial implications and an outlook on future research fields for service design in tourism.
Place, publisher, year, edition, pages
Norderstedt: Books on Demand , 2012. 10-21 p.
service design, applied anthropology, design ethnography
Human Computer Interaction Design
IdentifiersURN: urn:nbn:se:liu:diva-80364ISBN: 978-3-8482-1630-7OAI: oai:DiVA.org:liu-80364DiVA: diva2:546606
ProjectsService Design in Tourism