|Present||Academic (Teaching), Southern Cross University ‐ School of Business and Tourism|
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Journal articles (3)
Designing public services: the usefulness of three service design methods for identifying user experiences Public Management Review (2016)
This article examines the use of three service design methods in exploring complex public service systems. The methods used were the persona technique, mapping techniques in collaborative design workshops, and observations supplemented by group discussions. ...
Service design: suggesting a qualitative multi-step approach for analyzing and examining theme park experiences Journal of Vacation Marketing (2012)
This article proposes and applies a multistep qualitative approach for evaluating service experiences, adapted from the emerging field of service design, in a theme park. It is argued that service design offers effective methods for ...
The failure of fast ferry catamaran technology in New Zealand and Hawaii Journal of Transportation Technologies (2012)
Fast ferry catamarans have been in use for several decades. They possess the advantage of overcoming one of the major deficiencies of water transportation: low speed. Although their operation has spread throughout different parts of ...
Book chapters (1)
Service design as collaborative activity: what is the role of the customer? Australia New Zealand Marketing Academy Conference 2012 (2012)
Drawing upon developments in design, marketing theory and the service literature, service design reordered its perspective towards a human-centered and collaborative approach rather than explicit R&D activities. It is suggested that this change of approach ...
The concept of on-going interactions in co-design: insights from three different disciplines Co-creating Services: ServDes. Service Design and Innovation Conference 2012 (2012)
Co-design with the customer is identified as an effective opportunity for service design and service innovation. By reviewing the different streams of marketing, design and service innovation with emphasis on user involvement, this paper proposes ...
What impacts do different forms of customer involvement have on the development of services? the identification of team- and customer-related factors Proceedings Australia New Zealand Marketing Academy Conference 2012 (2012)
In service design and innovation research active customer involvement has been suggested as a critical factor for developing successful services. Hence, the approach to service design and innovation has been argued to be necessarily open, ...