Focus groups
| Group | Participants | Service context discussed |
|---|---|---|
| R1 | 3 female, 2 male | Retail: furniture store |
| R2 | 4 female | Retail: clothing store |
| R3 | 4 female | Retail: furniture store |
| H1 | 2 female, 3 male | Hospitality: cruise |
| H2 | 2 female, 2 male | Hospitality: hotel stay |
| T1 | 1 female, 3 male | Teleoperator: mobile phone subscription |
| T2 | 2 female, 3 male | Teleoperator: mobile phone subscription |
| I1 | 2 female, 2 male | Insurance services: home insurance |
| I2 | 2 female, 3 male | Insurance services: car insurance |
| Group | Participants | Service context discussed |
|---|---|---|
| R1 | 3 female, 2 male | Retail: furniture store |
| R2 | 4 female | Retail: clothing store |
| R3 | 4 female | Retail: furniture store |
| H1 | 2 female, 3 male | Hospitality: cruise |
| H2 | 2 female, 2 male | Hospitality: hotel stay |
| T1 | 1 female, 3 male | Teleoperator: mobile phone subscription |
| T2 | 2 female, 3 male | Teleoperator: mobile phone subscription |
| I1 | 2 female, 2 male | Insurance services: home insurance |
| I2 | 2 female, 3 male | Insurance services: car insurance |