Abstract
Despite the recognized importance of service experience as a unit of analysis and an object of design in the service design field, studies that analyse and compare service representation tools against the nature of multidimensional service experience are still limited. This paper investigates multidimensional service experience by reviewing up-to-date scholarly debates of the topic, and identifies three experience dimensions and 12 associated attributes. Based on the finding, an analytic framework is proposed as an instrument to assess service representation tools. This framework is used to discern three service representation tools’ relative positions in a holistic spectrum of service experience dimensions.
| Original language | English |
|---|---|
| Pages (from-to) | 437-461 |
| Number of pages | 25 |
| Journal | Design Journal |
| Volume | 22 |
| Issue number | 4 |
| DOIs | |
| State | Published - 4 Jul 2019 |
Keywords
- service design
- service design methods
- service experience
- service representation