New Service Development for Interactive Experience
New service development (NSD) has emerged as an important research topic in service innovation and service marketing.NSD for experience enables customers get positive,unique and memorable experience and internal satisfaction.The concept of interactive experience leads to the identification of service design.Focusing on the service interaction between the customers and service providers,this paper presents a framework of service design which includes nine elements,and a process model of service design which realizes the integration of customer experience and service innovation strategy by experience needs identify,experience design,service system design,experience testing,and new service launch.
new service development interactive experience structured process model experience design
Kan Jiang
School of Computer,Electronics & Information Guangxi University Nanning,China
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）