Design dimensions of experience rooms for service test drives : case studies in several service contexts
Edvardsson, Bo, Enquist, Bo and Johnston, Robert. (2010) Design dimensions of experience rooms for service test drives : case studies in several service contexts. Managing Service Quality, Vol.20 (No.4). pp. 312-327. ISSN 0960-4529
WRAP_Johnston_Design_dimensions_20091126_Experienceroom_FINAL.pdf - Accepted Version - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Official URL: http://dx.doi.org/10.1108/09604521011057469
Purpose - The objective of this exploratory study is to analyse "test drives" of service offerings in a variety of service contexts by applying existing design dimensions of experience rooms in order to develop some principles to assist service designers who are interested in developing such "test drives" for their potential customers.
Design/methodology/approach - An exploratory qualitative study was undertaken using three case studies with varying levels of simulation/artificiality. Data were collected from documents and interviews with service providers and customers and analysed using a framework of six dimensions
Findings - The study adds a sixth dimension to the existing five dimensions or experience rooms found in the literature It also proposes seven principles to guide designers who seek to create new service "test drives" The study also introduces the new notion of "value in pre-use" (a development of "value in use") to describe the potential value of "real" services yet to be purchased Finally the study documents some of the advantages and disadvantages of using "test drives"
Research limitations/implications - The exploratory and interpretive nature of the research, and the limited number of cases and respondents, limits the generalisability of the findings
Practical implications - The study provides several principles that can be used in the design of service "test drives".
Originality/value - This is the first paper to analyse the design dimensions of service "test drives" and to propose the notion of "value in pre-use".
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Divisions:||Faculty of Social Sciences > Warwick Business School|
|Library of Congress Subject Headings (LCSH):||Service industries -- Marketing|
|Journal or Publication Title:||Managing Service Quality|
|Publisher:||Emerald Group Publishing Ltd.|
|Number of Pages:||16|
|Page Range:||pp. 312-327|
|Access rights to Published version:||Open Access|
Baudrillard, J., (1994) Simulacra and Simulation, The University of Michigan Press, Ann Arbor.
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