scholarly journals Accessibility and transportation: a spatial analysis of Go Transit

2021 ◽  
Author(s):  
Samantha Campana
Keyword(s):  
Spatial Analysis ◽  
Observational Study ◽  
Physical Disability ◽  
Design Theory ◽  
Qualitative Data ◽  
Service Design ◽  
Social Implications ◽  
Major Research ◽  
Social Separation

This major research paper presents a spatial analysis of GO Transit’s accessibility coach and explores accessibility and transportation using service design theory. Social implications are also investigated in order to understand the communication of spaces for those with physical disability. There are three guiding questions in this case study, which are: (1) How is the GO Train passenger carrier car designed for able and disabled riders? (2) What kinds of choices are available to able and disabled riders while using the GO Train’s accessibility coach? (3) What implications do these choices and affordances suggest about the separation of able and disabled riders? To address these questions, an observational study of the accessibility coach was conducted. The data collected yielded qualitative data that was then analyzed using concepts informed by service design theory, accessibility scholarship and social separation concepts. The findings of this study indicate that.

scholarly journals Accessibility and transportation: a spatial analysis of Go Transit

2021 ◽  
Author(s):  
Samantha Campana
Keyword(s):  
Spatial Analysis ◽  
Observational Study ◽  
Physical Disability ◽  
Design Theory ◽  
Qualitative Data ◽  
Service Design ◽  
Social Implications ◽  
Major Research ◽  
Social Separation

This major research paper presents a spatial analysis of GO Transit’s accessibility coach and explores accessibility and transportation using service design theory. Social implications are also investigated in order to understand the communication of spaces for those with physical disability. There are three guiding questions in this case study, which are: (1) How is the GO Train passenger carrier car designed for able and disabled riders? (2) What kinds of choices are available to able and disabled riders while using the GO Train’s accessibility coach? (3) What implications do these choices and affordances suggest about the separation of able and disabled riders? To address these questions, an observational study of the accessibility coach was conducted. The data collected yielded qualitative data that was then analyzed using concepts informed by service design theory, accessibility scholarship and social separation concepts. The findings of this study indicate that.

scholarly journals Designing to Serve: an Examination of WestJet's Domestic Check-in Space

2021 ◽  
Author(s):  
Jaime Stopa
Keyword(s):  
Design Theory ◽  
Research Question ◽  
Service Design ◽  
Customer Behavior ◽  
The Self ◽  
Central Research ◽  
Major Research ◽  
Strategic Objectives ◽  
Decision Points ◽  
Self Service

My major research paper (MRP) focuses on the service design of WestJet’s domestic check-in space at Toronto International Pearson Airport. In the context of this micro space, service design refers to all of the touch points or points of contact between the customer and the organization designed into this space. This includes anything that communicates with the customer in this space to direct their behavior. My central research question is: how does the service design of the domestic check-in space at WestJet affect customer behavior? In exploring this question, I examined two main aspects: (1) service design and (2) customer behavior. Service design theory is concerned with managing customers’ experience of service quality through the design of services. I observed how customers experienced the service design of the check-in space through their visible behaviors and reconstructed a service blueprint or map of each step in the check-in service with which to track these behaviors. This allowed me to identify variances between customers’ actual behaviors and the desired customer behaviors in the check-in space. I also conducted a series of interviews with select WestJet employees to understand the service objectives of the check-in space and the strategic objectives of the organization. An analysis of the self-service route of the check-in space indicates that some sub-touch points are not positioned at natural decision points for customers. This is despite the fact that the sub-touch points are designed to supply customers with information to make decisions at each major touch point in the check-in service. Consequently, actual customer behaviors vary from WestJet’s desired customer behaviors in the self-service route of the check-in space. These findings suggest that there are nuisances in the design of the check-in service that are impeding WestJet’s service objectives and resulting in inconsistent and potentially confusing customer experiences.

scholarly journals Designing to Serve: an Examination of WestJet's Domestic Check-in Space

2021 ◽  
Author(s):  
Jaime Stopa
Keyword(s):  
Design Theory ◽  
Research Question ◽  
Service Design ◽  
Customer Behavior ◽  
The Self ◽  
Central Research ◽  
Major Research ◽  
Strategic Objectives ◽  
Decision Points ◽  
Self Service

My major research paper (MRP) focuses on the service design of WestJet’s domestic check-in space at Toronto International Pearson Airport. In the context of this micro space, service design refers to all of the touch points or points of contact between the customer and the organization designed into this space. This includes anything that communicates with the customer in this space to direct their behavior. My central research question is: how does the service design of the domestic check-in space at WestJet affect customer behavior? In exploring this question, I examined two main aspects: (1) service design and (2) customer behavior. Service design theory is concerned with managing customers’ experience of service quality through the design of services. I observed how customers experienced the service design of the check-in space through their visible behaviors and reconstructed a service blueprint or map of each step in the check-in service with which to track these behaviors. This allowed me to identify variances between customers’ actual behaviors and the desired customer behaviors in the check-in space. I also conducted a series of interviews with select WestJet employees to understand the service objectives of the check-in space and the strategic objectives of the organization. An analysis of the self-service route of the check-in space indicates that some sub-touch points are not positioned at natural decision points for customers. This is despite the fact that the sub-touch points are designed to supply customers with information to make decisions at each major touch point in the check-in service. Consequently, actual customer behaviors vary from WestJet’s desired customer behaviors in the self-service route of the check-in space. These findings suggest that there are nuisances in the design of the check-in service that are impeding WestJet’s service objectives and resulting in inconsistent and potentially confusing customer experiences.

Social Design for Services Framework

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Melanie SARANTOU ◽  
Satu MIETTINEN
Keyword(s):  
South Africa ◽  
Sustainable Development ◽  
Research Group ◽  
Design Research ◽  
Service Design ◽  
Social Design ◽  
Practical Action ◽  
The Social ◽  
The World

This paper addresses the fields of social and service design in development contexts, practice-based and constructive design research. A framework for social design for services will be explored through the survey of existing literature, specifically by drawing on eight doctoral theses that were produced by the World Design research group. The work of World Design researcher-designers was guided by a strong ethos of social and service design for development in marginalised communities. The paper also draws on a case study in Namibia and South Africa titled ‘My Dream World’. This case study presents a good example of how the social design for services framework functions in practice during experimentation and research in the field. The social design for services framework transfers the World Design group’s research results into practical action, providing a tool for the facilitation of design and research processes for sustainable development in marginal contexts.

Cyberphysical Design Automation Framework for Knowledge-based Engineering

2013 ◽  
Vol 1 (1) ◽  
pp. 158-178
Author(s):  
Urcun John Tanik
Keyword(s):  
System Design ◽  
Design Process ◽  
Design Automation ◽  
Design Theory ◽  
Knowledge Bases ◽  
Knowledge Based ◽  
Knowledge Based Engineering ◽  
Cyberphysical System ◽  
Automation Framework

Cyberphysical system design automation utilizing knowledge based engineering techniques with globally networked knowledge bases can tremendously improve the design process for emerging systems. Our goal is to develop a comprehensive architectural framework to improve the design process for cyberphysical systems (CPS) and implement a case study with Axiomatic Design Solutions Inc. to develop next generation toolsets utilizing knowledge-based engineering (KBE) systems adapted to multiple domains in the field of CPS design automation. The Cyberphysical System Design Automation Framework (CPSDAF) will be based on advances in CPS design theory based on current research and knowledge collected from global sources automatically via Semantic Web Services. A case study utilizing STEM students is discussed.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

A Profile of Wine Tourism Entrepreneurs: Study in Portugal

2019 ◽  
Vol 6 (1) ◽  
pp. 25-39
Author(s):  
Adriana Backx Noronha Viana ◽  
Luísa Cagica Carvalho ◽  
Inna Sousa Paiva
Keyword(s):  
Qualitative Data ◽  
Qualitative Case Study ◽  
Innovation Capability ◽  
Critical Perspective ◽  
Case Study Methodology ◽  
Wine Tourism ◽  
Learning Capacity ◽  
Study Methodology

Background: Wine tourism is one of the tourism components adopted as part of Portugal’s strategy due to its eminence as a wine producer. Such strategy has received great prominence in recent years and aims to promote regional development from an economic, social, cultural and environmental perspective. The aim of this study was to understand the entrepreneur profile in this sector. Methods: The study uses a qualitative, case study methodology with data analysis and triangulation. In this study, a literature review of scientific studies was carried out on the scientific knowledge in the area of study from a critical perspective and an interview was conducted where qualitative data were collected. Results and Discussion: The entrepreneurs have shown the following characteristics: initiative, innovation capability, optimism, creativity, creative energy, tenacity, selfconfidence, capability for long term involvement with the project, and learning capacity. Conclusion: The study shows that most entrepreneurs state that they have established partnerships with other companies, particularly with restaurants, catering businesses, hotel units, tourism companies and companies that organize tours. This is one of the factors of economic importance recognized by another study which enables increased prominence of the company and widens the value of wine tourism.

scholarly journals Moral economy, solidarity and labour process struggle in Irish public transport

2019 ◽  
pp. 0143831X1989123
Author(s):  
Emma Hughes ◽  
Tony Dobbins ◽  
Doris Merkl-Davies
Keyword(s):  
Conceptual Framework ◽  
Trade Union ◽  
Public Transport ◽  
Qualitative Data ◽  
Moral Economy ◽  
Process Theory ◽  
Transport Sector ◽  
Competitive Tendering ◽  
Labour Process

This article empirically applies Knut Laaser’s integrated conceptual framework, combining Sayer’s moral economy (ME) theory with labour process theory (LPT), to examine how two rival Irish unions engaged with an uneven moral economy and consciously sought to build collective worker solidarity during a dispute over competitive tendering and marketization. Using qualitative data from a case study of BusCo in Ireland’s public transport sector, the article enriches sociological understanding of trade union solidarity, and how it is engendered, contested and experienced.

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