Title :
New service development for interactive experience
Author_Institution :
Sch. of Comput. Electron.&Inf., Guangxi Univ., Nanning
Abstract :
New service development (NSD) has emerged as an important research topic in service innovation and service marketing. NSD for experience enables customers get positive, unique and memorable experience and internal satisfaction. The concept of interactive experience leads to the identification of service design. Focusing on the service interaction between the customers and service providers, this paper presents a framework of service design which includes nine elements, and a process model of service design which realizes the integration of customer experience and service innovation strategy by experience needs identify, experience design, service system design, experience testing, and new service launch.
Keywords :
customer satisfaction; customer services; decision making; innovation management; service industries; customer experience integration; customer satisfaction; management decision-making; new service development; service design process model; service innovation strategy; service marketing; service providers; Aggregates; Consumer electronics; Customer satisfaction; Internet; Productivity; System testing; Technological innovation; Tides; experience design; interactive experience; new service development; structured process model;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686352
