Now showing items 1-6 of 6
Service innovation through touch-points : development of an innovation toolkit for the first stages of new service development
(Journal article; Peer reviewed, 2011)
This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project - the AT-ONE ...
Bridging the gap between brand strategy and customer experience [Postprint]
(Journal article; Peer reviewed, 2012)
Design support at the front end of the New Service Development (NSD) process : the role of touch-points and service personality in supporting team work and innovation processes
(CON-TEXT / Thesis ; 55, Doctoral thesis, 2013)
This thesis explores the first stages of New Service Development, and focuses upon the role that design can play to improve the innovation performance of a development team. The work took a ”research by design” approach, ...
Innovating for trust
Organizational Transformation Through Service Design: The Institutional Logics Perspective
(Peer reviewed; Journal article, 2018)