Performing Service Design Experiments Using Ethnomethodology and Theatre-Based Reenactment: A Swiss Ski Resort Case Study

Fragnière, Emmanuel; Nanchen, Benjamin; Sitten, Marshall

doi:10.1287/serv.1120.0008

Cited by 11 publications

(11 citation statements)

References 24 publications

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“…Overall, papers published in Service Science have relied on a broad spectrum of research methods, including qualitative (Fragnière et al [20]), computational (Larasati et al [28], Qiu [47], Saltzman [49]) and traditional quantitative methods (Badinelli [2]), as well as conceptual work (Vargo and Akaka [63]). Qualitative methods include traditional case studies (i.e., Breidbach et al [7]), ethnographic field work (i.e., Makino et al [35]), and laboratory experiments (Fragnière et al [20]).…”

Section: Theories and Methods Of Service Sciencementioning

confidence: 99%

“…Qualitative methods include traditional case studies (i.e., Breidbach et al [7]), ethnographic field work (i.e., Makino et al [35]), and laboratory experiments (Fragnière et al [20]). Several papers relied on computer simulations, for example, in the context of vehicle allocation and traffic control (Saltzman [49]), healthcare (Park et al [44]), or workforce management in universities (Larson and Gomez Diaz [29]).…”

Section: Theories and Methods Of Service Sciencementioning

confidence: 99%

“…Although "service innovation" is one of the most popular keywords, the actual discourse related to innovation in service is much broader and ranges from service engineering (Badinelli [3]) to open innovation (Bragge et al [6]), to new service development (Lin and Hsieh [30]), and to service design (Makino et al [35]). For example, Bragge et al [6] discuss the use of lead users in virtual communities, Fragnière et al [20] explain the use of ethnomethodology and theatre-based reenactment to design new services, and Makino et al [34] use computer simulations as a method for service design.…”

Section: Phenomena Of Service Sciencementioning

confidence: 99%

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Service Science: Toward Systematic Service System Innovation

Maglio¹,

Breidbach²

2014

Bridging Data and Decisions

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Please scroll down for article-it is on subsequent pagesINFORMS is the largest professional society in the world for professionals in the fields of operations research, management science, and analytics. For more information on INFORMS, its publications, membership, or meetings visit http://www.informs.org INFORMS 2014 c 2014 INFORMS | isbn 978-0-9843378-5-9 http://dx.Abstract Service science is the study of complex service systems. It may involve methods and theories from operations, industrial engineering, marketing, computer science, psychology, information systems, design, and more. In fact, understanding innovation in service systems often requires combining multiple methods because of the complex ways in which interactions among people, technology, organizations, and information create value in different contexts and under different conditions. Service Science the journal documents empirical, modeling, and conceptual studies of complex service systems, and it is the archival record of service science the field. The journal is also helping to shape the field. In this tutorial, we review the emergence of service science the field by analyzing papers published in Service Science the journal, and discuss the new field's foundations, prospects, and opportunities.

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Section: Theories and Methods Of Service Sciencementioning

confidence: 99%

Section: Theories and Methods Of Service Sciencementioning

confidence: 99%

Section: Phenomena Of Service Sciencementioning

confidence: 99%

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Service Science: Toward Systematic Service System Innovation

Maglio¹,

Breidbach²

2014

Bridging Data and Decisions

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“…Ethnomethodology is a powerful tool for studying contexts, behaviors and activities that the service environment is comprised of [13]. Ethnomethodology could be conducted "through site visits, immersion work, and contextual semi-directed interviews with service providers and service consumers in order to identify the salient attributes of a given service experience" [10]. In context of the current project, ethnomethodology was done in three phases:…”

Section: Data Gathering Through Ethnomethodologymentioning

confidence: 99%

Putting the Customer Back in the Center of SOA with Service Design and User-Centered Design

Saini¹,

Nanchen²,

Évéquoz³

2013

Service-Oriented and Cloud Computing

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Abstract. This article introduces a methodology used for designing the online presence of a Swiss SME providing Cloud Services. The Web application used for the purchasing and administration, backed by a Service-Oriented Architecture (SOA), has been designed to be customer-centric using a combination of different techniques borrowed from the fields of ethnomethodology, service design and user-centered design. The tools employed include service blueprint design and affinity diagram analysis followed by prototyping and subsequent usability evaluation. This collaborative methodology explained with the help of the applied research project use case is seen to yield excellent results in terms of customer-orientation.

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“…The partners rewarded the winner. 10 Next, students in the DETOPS module applied a method for service conception (Fragnière et al, 2012) over the semester and developed service proposals for a shared value project. This method relies on the following four phases:…”

Section: Rewarding Best Ideasmentioning

confidence: 99%

Co-creation of Shared Values in the Aim of Reinvigorating a Mountain Region Through Night Tourism: Case Study in French-speaking Switzerland

Grèzes¹,

Matos-Wasem²,

Grèzes³

2018

rga

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Tourism is one of the leading sectors in the Swiss economy, even more so in the Alps. Tourism is the epitome of an export industry, especially in French-speaking Switzerland where the proportion of foreign tourists is high. The tourism industry is one of the main export sectors in the country generating 4.7% of all export revenue in 2015 (Swiss Tourism Federation, 2017). According to the Swiss Confederation, the tourism industry must affirm its economic importance and gain market share in the Alps while acting sustainably. The Swiss Executive Cabinet's strategy for growth in domestic tourism drawn up in 2010 aims for better exploitation of tourism potential in Switzerland thereby creating employment and increasing regions' added value. The report goes on to say that seeing as how tourism products are provided in fragmented added value systems, providers must be capable of both cooperation and innovation. It is in this sense that the School of Management and Tourism through its research institutes set the objective to conceive concrete tools for stimulating cooperation through better networking which also encourages innovation. 2 Not only is the Swiss tourism industry fragmented from a geographical perspective, but it is also made up of small entities. Tourism providers tend to have an individualistic approach which leads them to only partially fulfill clients' expectations, with tourists Co-creation of Shared Values in the Aim of Reinvigorating a Mountain Region T...

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Performing Service Design Experiments Using Ethnomethodology and Theatre-Based Reenactment: A Swiss Ski Resort Case Study

Cited by 11 publications

References 24 publications

Service Science: Toward Systematic Service System Innovation

Service Science: Toward Systematic Service System Innovation

Putting the Customer Back in the Center of SOA with Service Design and User-Centered Design

Co-creation of Shared Values in the Aim of Reinvigorating a Mountain Region Through Night Tourism: Case Study in French-speaking Switzerland

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