... development projects. The paper also aims to describe the theoretical basis for this transformation, and introduces a process model that has been developed to understand and assist with this. Further, it seeks to describe early evaluation results and reflections upon its use. Design/methodology/approach...

...Bo Edvardsson; Bo Enquist; Robert Johnston 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...

.... Design/methodology/approach The database for this study was obtained from a sample of 191 individuals who had purchased on the internet. The techniques used in the statistical analysis of the data were the following: principal component, analysis structural equations and regression analyses. Findings...

...Richard B. Chase Current approaches to service design and service quality have provided second order principles that fail to account for underlying cognitive processes of customers in service encounters. It is proposed that behavioral science research should be used to address this shortcoming...

... of the applied methods has shown itself to be very powerful when designing services from student satisfaction and learning perspectives. The outcome of the study is a university course where pedagogical and learning aspects have been combined with contents and work approaches with substantial interest...

...Richard G. (Skip) Lefauve Examines the reasons for the rapid success of Saturn cars. The president of the Corporation, Richard Le Fauve, gave some answers in an interview with Richard Whiteley. Success is based on customer enthusiasm – involving customers in designing cars, changing retailing...