Exploring the value co-creation process on guided tours (the ‘AIM-model’) and the experience-centric management approach

2016 ◽  
Vol 10 (4) ◽  
pp. 377-395 ◽  
Author(s):  
Anita Zátori
Keyword(s):  
Service Provider ◽  
Service Provision ◽  
Design Methodology ◽  
Service Design ◽  
Primary Data ◽  
Management Approach ◽  
Content Type ◽  
Creation Process ◽  
Tour Guides ◽  
Guided Tours

Purpose The purpose of the paper was to explore the influence of the experience-centric approach and the concept of co-creation on service design and provision and to analyze the process of on-site experience co-creation between provider and consumer, particularly, how tour providers and tour guides enhance and support the process of co-creation. Design/methodology/approach The study reviews the literature on experience-centric approach and value co-creation, discusses personal resources and experience-centric service design as resources for co-creation. It analyzes primary data from 33 interviews and 28 observations of 11 sightseeing tour providers. Findings The methods and tools of tour providers’ service design were explored and evaluated whether they fit the criteria of the concept of co-creation and experience-centric approach. The findings show that small-group tour providers use the concept of co-creation to the biggest extent, followed by alternative tour providers. The study also analyzed what types of service designs support a co-creative service provision. Three steps were identified as steps to support and realize experience and value co-creation from the side of the service provider. Based on the empirical results, the attention-involve-make discover (AIM) model was created, which proposes that the process of value and experience co-creation happens by provoking attention, by engaging and involving and, finally, by making consumers to discover. Originality/value The originality of the paper lies in the creation of the AIM-model illustrating the on-site co-creation process in the context of guided tours, which can further be tested in other fields and areas.

Reusing design information: an investigation of the document creation process in service design projects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu-Tzu Lin
Keyword(s):  
Design Methodology ◽  
Service Design ◽  
Social Aspect ◽  
Design Rationale ◽  
Content Type ◽  
Creation Process ◽  
Design Information ◽  
Study Results ◽  
Design Projects ◽  
Is Design

PurposeDesign rationale is design information that explains why an entity is designed as it is. This paper investigates how the documentation process and the use of documents in service design projects influence the reuse of design information across projects.Design/methodology/approachThis study analyzes two sets of data collected through interviews and field observation. It first applied Lund's (2004) four elements of documentation process to categorize the collected data. Then it used bottom-up data analysis approach to identify patterns of the documentation process.FindingsThe author speculates designers' focus on certain documents' social aspect instead of material aspect influences how they reuse design information across projects. Some documents are important because they represent a consensus, and some are important because of the document producers rather than its content. The author also found a similarity between economists and service designers by comparing the study results with Harper and Sellen's (1995) findings. Based on the comparison, the author concludes that detailed research reports are easily reusable across design projects. Finally, although the author observed that designers are using templates to explicate design rationale, the created content is not used across projects.Originality/valueThis study identifies six types of documents that are commonly created in service design projects, three types of producer involvement and three types of provisional design outcomes. It also provides two suggestions for designers to reuse design information across service design projects better and two implications for future study.

Measuring the service gaps in the roles of quantity surveyors in the emerging market

2016 ◽  
Vol 23 (5) ◽  
pp. 1111-1131 ◽  
Author(s):  
AbdulLateef Olanrewaju
Keyword(s):  
Emerging Markets ◽  
Construction Industry ◽  
Design Methodology ◽  
Emerging Market ◽  
Supply And Demand ◽  
The Other ◽  
Primary Data ◽  
Content Type ◽  
Practical Implications ◽  
Survey Questionnaires

Purpose – The opportunities that the emerging markets present to the players in the construction industry means that the players need to expand on the scope and size of their responsibilities and duties to the stakeholders. Each of the professionals now demands more specialised and sophisticated services from one another. The other players in the construction industry now require more emerging responsibilities and duties from the quantity surveyors. The purpose of this paper is to examine the roles that “modern” quantity surveyors play by measuring the gaps that exist in the services that the quantity surveyors provide. Design/methodology/approach – Primary data are collected through survey questionnaires. In total, 23 roles played by modern quantity surveyors are identified and addressed to the respondents to rank the rate at which quantity surveyors provide these “emerging” services. The collected data were analysed statistically. Findings – The results of the findings led to the conclusion that the quantity surveyors were not meeting the expectations of other players. Therefore, for competitiveness, quantity surveyors need to better meet demand expectations. Research limitations/implications – This findings of this research are constrained to the services or functions that the quantity provide in the construction industry. Practical implications – This knowledge is valuable to academic institutions that offer quantity surveying programmes, to practicing quantity surveyors, governments, and other players in the construction industry. It will allow quantity surveyors to reconcile supply and demand expectations. Originality/value – There is no known conclusive empirical study on services offered by quantity surveyors in any emerging markets. Therefore, the findings offer a fresh understanding on the services of quantity surveyors not only in Nigeria but elsewhere. While some of the services are common, others are peculiar to emerging markets.

The identity crisis of sustainable development

2014 ◽  
Vol 11 (1) ◽  
pp. 4-15 ◽  
Author(s):  
Catalin Ratiu ◽  
Beverlee B. Anderson
Keyword(s):  
Sustainable Development ◽  
Design Methodology ◽  
Identity Crisis ◽  
Primary Data ◽  
Future Research ◽  
Clear Understanding ◽  
Content Type ◽  
The Public ◽  
Larger Sample ◽  
Practical Implications

Purpose – There are many different conceptualizations to sustainable development and these different approaches may have led to confusion amongst the public. The purpose of this paper is to explore the identities of the term and how the confused identity may be leading to problems for sustainable development efforts. Design/methodology/approach – The design is exploratory, using both secondary and primary data to understand the different sustainable development concepts. Findings – There is no consistent understanding or use of the term “sustainable development” among various groups. Research limitations/implications – Future research should include a larger sample that is more representative of people from different backgrounds and geographical areas. Practical implications – The public is generally willing to support only projects that it understands. Without a clear understanding of sustainable development, the public will be less inclined to support these efforts. Originality/value – This study examines the perceptions and understandings of the term by the general public representing different generations.

AI and libraries: trends and projections

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Adetoun A. Oyelude
Keyword(s):  
Language Processing ◽  
Service Provision ◽  
Design Methodology ◽  
Human Robot Interaction ◽  
Human Intelligence ◽  
Library Service ◽  
Robot Interaction ◽  
Content Type ◽  
New Horizons ◽  
Advanced Technologies

Purpose This paper aims to focus on the trends and projection for future use of artificial intelligence (AI) in libraries. AI technologies is the latest among the technologies being used in libraries. The technology has systems that have natural language processing, machine learning and pattern recognition capabilities that make service provision easier for libraries. Design/methodology/approach Systematic literature review is done, exploring blogs and wikis, to collect information on the ways in which AI is used and can be futuristically used in libraries. Findings This paper found that uses of AI in libraries entailed enhanced services such as content indexing, document matching, content mapping content summarization and many others. AI possibilities were also found to include improving the technology of gripping, localizing and human–robot interaction and also having artificial superintelligence, the hypothetical AI that surpasses human intelligence and abilities. Originality/value It is concluded that advanced technologies that AI are, will help librarians to open up new horizons and solve challenges that crop up in library service delivery.

scholarly journals Utilisation of zakāh and waqf fund in micro-takāful models in Malaysia: an exploratory study

2017 ◽  
Vol 9 (1) ◽  
pp. 100-105
Author(s):  
Said Adekunle Mikail ◽  
Muhammad Ali Jinnah Ahmad ◽  
Salami Saheed Adekunle
Keyword(s):  
Content Analysis ◽  
Low Income ◽  
Exploratory Study ◽  
Design Methodology ◽  
Secondary Data ◽  
Primary Data ◽  
Content Type ◽  
External Resources ◽  
Economic Support ◽  
Form Part

Purpose This paper aims to investigate the utilisation of both zakāh and waqf fund as external resources to ensure micro-takāful services are delivered to underserved communities in an effective and sustainable manner. It also addresses Sharīʿah issues related to the zakāh- and waqf-based model. Design/methodology/approach The study is a qualitative-based research. It uses both focus group and content analysis approach to gather primary data and identify and interpret relevant secondary data and Sharīʿah concepts in developing the zakāh- and waqf-based micro-takāful model. Findings It is discovered throughout the investigation of attributes of beneficiaries of zakāh and waqf institutions as well as micro-takāful scheme that all share commonalities in terms of social securities and socio-economic support to low-income households in societies. The study also finds that the disintegration of zakāh and waqf which form part of the Islamic ecosystem from the micro-takāful model makes it less effective and sustainable. Originality/value This study appears as a primitive attempt to discuss and develop a zakāh and waqf-based micro-takāful model with reference to Malaysian jurisdiction.

Thomas Stewart: what leaders need to know about the new design revolution in services

2017 ◽  
Vol 45 (3) ◽  
pp. 16-22
Author(s):  
Brian Leavy
Keyword(s):  
Design Methodology ◽  
Service Design ◽  
Design Strategy ◽  
Harvard Business Review ◽  
Service Firms ◽  
Content Type ◽  
Innovation Activities ◽  
Customer Delight ◽  
Modern Manufacturing ◽  
Practical Implications

Purpose With the growing importance of services in the overall economy, it is surprising that the notion of service firms investing in systematic and dedicated innovation activities has taken so long to materialize. This is now set to change as service firms undertake the kind of research, design and development disciplines which for more than a century have been mainstays of modern manufacturing. Design/methodology/approach S&L interviews the well-known former editor of Harvard Business Review Thomas A. Stewart and his co-author, former BloombergBusinessweek.com editor Patricia O’Connell, in their latest book, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight (Harper Business, 2016). They believe we are on the cusp of a “design revolution” in services. Findings The central thesis of their book is that services “should be designed with as much care as products are” and they include service “delivery” in that premise. Practical implications Service design principles offer powerful new ways to address the three basic strategy questions: What do we sell? To whom? And how do we win? Originality/value Service design helps you understand how to configure a set of activities, behaviors and touchpoints–a journey–that allows you to serve that customer well.

Alternative tourism and civil society in Athens

2019 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Hecate Vergopoulos
Keyword(s):  
Civil Society ◽  
Economic Crisis ◽  
Design Methodology ◽  
Ethical Issues ◽  
Content Type ◽  
Alternative Tourism ◽  
Political Perspective ◽  
Web Forum ◽  
Guided Tours ◽  
Do So

Purpose The purpose of this paper is to tackle the issue of the meaning of tourism as it is being crippled by the economic crisis in Greece. Design/methodology/approach To do so, it brings together the findings of three different fieldworks related to tourism in Athens in times of crisis. Each one of these focuses on a specific player of tourism: a linguistic and semiological analysis led mainly on travel guides and ad campaigns deals with the industry of tourism; a linguistic analysis of tourists’ posts on a French web forum deals with the tourists themselves; and an ethnographical approach of alternative guided tours of Athens focuses on local players (associations and cooperatives offering out of the beaten tracks tours). Findings The whole study reveals that there is a misunderstanding between the industry and the consumers toward what the tourist practice should mean: whereas the tourists are in search of an ethical meaning, the industry claims there is no room for such issues. The alternative players, however, offer a political perspective that embraces the ethical issues raised by tourists. Originality/value They thus might, in the end, show us the way a so-called “civil society” could also have its own role to perform in tourism.

Profiling German-speaking socially responsible investors

2014 ◽  
Vol 6 (2) ◽  
pp. 118-156 ◽  
Author(s):  
Gregor Dorfleitner ◽  
Sebastian Utz
Keyword(s):  
Categorical Data ◽  
Design Methodology ◽  
Supply And Demand ◽  
Primary Data ◽  
International Studies ◽  
Online Questionnaire ◽  
Socially Responsible ◽  
Content Type ◽  
Investment Volume ◽  
German Speaking

Purpose – The purpose of this paper is to analyze the main motives of investors in allocating their money in a socially responsible (SR) way. Design/methodology/approach – The paper is based on primary data collected in a survey using an online questionnaire. This paper applies tests for continuous and categorical data and (ordered) logit models. Findings – In a multivariate analysis that investigates determinants of SR investing, this study finds little influence of the demographic factors of gender and investment volume and none of educational level. Furthermore, it shows that the regions investors allocate their money to are significant along with the preference toward the order of return, risk and liquidity. Moreover, there appears to be a gap between supply and demand of SR investments. Additionally, there are indications that a very important inducement for SR investing is the expectation of a high financial performance. Originality/value – There are very few international studies concerning the link between SR investments and the explanation of preferences with factors other than demographic ones. This study broadens the scope of the literature by providing novel empirical evidence for the German-speaking market.

The effects of culture on leadership styles in China, Germany and Russia

2014 ◽  
Vol 9 (3) ◽  
pp. 263-273
Author(s):  
Jessie Richardson ◽  
Phil Millage ◽  
Jacob Millage ◽  
Samuel Lane
Keyword(s):  
Leadership Styles ◽  
Design Methodology ◽  
Primary Data ◽  
Online Research ◽  
Business World ◽  
Content Type ◽  
Data Collections ◽  
Different Cultures

Purpose – This study aims to examine how the leadership styles in the business world of paternalistic China, imperative Germany and authoritative Russia are affected by the distinguishing cultures of each country. Design/methodology/approach – The information contained throughout this paper was collected through online research of databases as well as primary data collections. Findings – The findings showed that leadership styles of a country can be traced back to the culture values of that country. Even with all countries having a different culture and different leadership styles, in each one both constructs strongly overlap each other. Originality/value – This paper contributes to the narrow comparisons of leadership styles between these countries. Value is added by studying the separate leadership styles in very different cultures, and how they affect the business world in their culture.

Design thinking in hospitality education and research

2019 ◽  
Vol 11 (4) ◽  
pp. 449-457
Author(s):  
Sudhanshu Bhushan
Keyword(s):  
Design Methodology ◽  
Design Thinking ◽  
Service Design ◽  
Basic Principles ◽  
Content Type ◽  
Hospitality Education ◽  
Disciplinary Problems ◽  
Research And Education ◽  
The One ◽  
Functional Areas

Purpose This paper aims to outline why design thinking is an engaging process and provide a methodical framework to approach complex, multi-disciplinary problems in ways that consistently yield solutions that are successful and often creative in unpredictable ways. It is a framework for thinking about complex, multidisciplinary problems and the one that applies to just about anything. Design/methodology/approach Service design is all about taking a service and making it meet the user and customer needs for that service. It can be used to improve an existing service or to create a new service from scratch. To adapt to service design, the designer will need to understand the basic principles of service design thinking and be able to focus on it. Findings This paper explores the possibilities for applying design thinking in the hospitality industry in general and hospitality education and research in particular. The functional areas of the hospitality profession are explored, evaluated and then integrated as a holistic design to provide coherence, connectivity and linkages. Originality/value The paper illustrates an application of design thinking to hospitality research and education.

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