The contribution of the Experience Web: a study about its application in service design projects in fashion retail

Filipe Campelo Xavier da Costa, Carolina Rodrigues Andrade

Resumo


The service design approach has been helping to build more relevant experiences for its users, with consequences in the retail environments design. Retail design consists of a field of action focused on the design of spaces and user experiences. Based on the model proposed by Petermans (2013), this study aims to evaluate the contribution of the Experience Web model to the development of service design projects in fashion retail environments. For that, Design Science Research is used as a research method. As a result, it was identified that the main contribution of the model is to foster design process during service design projects, adding to an experience-based perspective for projects within retail organizations.


Palavras-chave


Service design; Retail design; Experience Web

Texto completo:

PDF/A

Referências


DRESCH, Aline; LACERDA, Daniel Pacheco; JÚNIOR, José Antonio Valle Antunes. Design science research: método de pesquisa para avanço da ciência e tecnologia. Porto Alegre: Bookman Editora, 2015.

ERASMUS, Alet C.; GRABOWSKI, Andrea. Female customers' expectation of the service offering and their perception of the service quality in an emerging clothing market. International Journal of Consumer Studies, v. 37, n. 1, p. 2-12, 2013.

FREIRE, K. de M.; DAMAZIO, V.Service design: conceitos e reflexões sobre o futuro da disciplina. In: Anais do IX Congresso Brasileiro de Pesquisa e Desenvolvimento em Design. São Paulo, SP: Blücher. 2010.

IDEO. Design thinking for Educators. Silicon Valley: Riverdale, 2011.

IIVARI, Juhani; VENABLE, John. Action research and design science research-Seemingly similar but decisively dissimilar. In: ECIS. 2009.

MAGER, Birgit. Service design. Design dictionary: perspectives on design terminology. Boston: Birkhäuser, 2009.

MAGER, Birgit. Whats is Service Design?. The Journal of Service Design, v.1, n.1, 2009.

MANSON, N. J. Is operations research really research?. Orion, v. 22, n. 2, p. 155-180, 2006.

MARTINELLI, Elisa; BALBONI, Bernardo. Retail service quality as a key activator of grocery store loyalty. The Service Industries Journal, v. 32, n. 14, p. 2233-2247, 2012.

PETERMANS, Ann. KENT, Anthony. Retail Design: Theoretical Perspectives. Oxon: Routledge, 2016.

PETERMANS, Ann; JANSSENS, Wim; VAN CLEEMPOEL, Koenraad. A holistic framework for conceptualizing customer experiences in retail environments. International Journal of Design, v. 7, n. 2, 2013.

QUARTIER, Katelijn. Retail Design: what’s in the name?. In: RD. Routledge, 2016. p. 39-56.

SACO, Roberto M.; GONCALVES, Alexis P. Service design: An appraisal. Design management review, v. 19, n. 1, p. 10-19, 2008.

SIMMERS, Christina S.; KEITH, Nancy K. Measuring retail store service quality: the disparity between the retail service quality Scale (RSQS) and Comment Cards. Academy of Marketing Studies Journal, v. 19, n. 2, p. 117, 2015.

STEFAN, Moritz. Service Design Practical access to an evolving field. 2005.

STICKDORN, Marc; SCHNEIDER, Jakob. Isto é Design Thinking de Serviços: Fundamentos, Ferramentas, Casos. Bookman Editora, 2014.

VAISHNAVI, Vijay; KUECHLER, William. Design research in information systems. 2009.


Apontamentos

  • Não há apontamentos.




Licença Creative Commons
Esta obra está licenciada sob uma licença Creative Commons Atribuição 4.0 Internacional.

indexadores