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Designing Mobile Service Experiences, the Role of Emotional Dimension
"... Abstract. This research project aims to improve the methods for translating emotional factors experienced by users into characteristics of the mobile service interfaces. Keywords: service design, user experience, mobile interfaces, new services, service experience prototyping - Motivation The mobil ..."
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Abstract. This research project aims to improve the methods for translating emotional factors experienced by users into characteristics of the mobile service interfaces. Keywords: service design, user experience, mobile interfaces, new services, service experience prototyping - Motivation The mobile phone is undoubtedly a powerful tool to connectivity and many other functions; it's like a Swiss army knife In this context, it is of the greatest importance to understand user's emotional and experiential behavior
Buyer-Seller Interaction Patterns During Ongoing
"... This dissertation focuses on the ongoing interactions that take place between buyers and sellers of business services after the contract has been signed. This ongoing interaction is important since services are produced and consumed simultaneously; therefore, both buyer and seller have to make an ef ..."
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This dissertation focuses on the ongoing interactions that take place between buyers and sellers of business services after the contract has been signed. This ongoing interaction is important since services are produced and consumed simultaneously; therefore, both buyer and seller have to make an effort to ensure that the ongoing service exchange is successful. We adopt the Interaction Model originally developed by the Industrial Marketing and Purchasing Group for studying buyer-supplier interactions in marketing and purchasing of industrial goods, and adapt this to business services. As such, we bring forward a classification that differentiates between various business services and the required customer-supplier interface and interaction patterns on the basis of how the service is used / applied in the buying company’s business process. The classification distinguishes four types of service application: components, semi-manufactures, instruments and consumables. In two subsequent series of theory-building case studies, we developed effective patterns of interaction for each of the four service types. As such, the classification of business services has been developed into a typology of effective buyer-seller interaction. We demonstrate that this effective buyer-seller interaction is a necessary condition for successful ongoing service exchange. ERIM The Erasmus Research Institute of Management (ERIM) is the Research School (Onderzoekschool) in the field of management of the Erasmus University Rotterdam. The founding participants of ERIM are RSM Erasmus University and the Erasmus School of Economics. ERIM was founded in 1999 and is officially accredited by the Royal Netherlands
SERVITIZATION: A SOUTH AFRICAN PERSPECTIVE
"... revealed that “over 90 per cent of all manufacturing companies believe the development of services is crucial for maintaining and improving their competitive position”. Seen in the context of a predominately global services economy many manufacturing institutions view services as a means for increas ..."
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revealed that “over 90 per cent of all manufacturing companies believe the development of services is crucial for maintaining and improving their competitive position”. Seen in the context of a predominately global services economy many manufacturing institutions view services as a means for increasing their revenue stream and gaining a competitive advantage in the marketplace. As a consequence servitization within the manufacturing industry is gaining in momentum. A brief review of the existing servitization literature, however, reveals that few research studies have been undertaken to determine the management implications involved. A literature study was therefore undertaken to gain a theoretical insight into the management processes involved. With the insights gained from the literature research serving as background and as a source of reference, a research study of the servitization process, at a small to medium sized South African manufacturing enterprise, was undertaken. Some of the more pertinent findings emanating from this research study are presented in this paper. It is stressed that this study is restricted in context, scope and content in that it serves as a precursor to a far more in depth study to be undertaken during 2010. Key phrases: Servitization, transition from a manufacturing to a services dominant business model, services economy, services science, organisational culture, change management. BACKGROUND
Background
"... Marketing was born in an era of manufacturing dominance. Certainly in the Triad Regions that period is past and services are now the dominant economic sector. (WTO, ..."
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Marketing was born in an era of manufacturing dominance. Certainly in the Triad Regions that period is past and services are now the dominant economic sector. (WTO,
