Article | Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010 | Service Design for tourism SMEs - The concept of service design and its application on the Alpine Zoo in Innsbruck; Austria

Title:
Service Design for tourism SMEs - The concept of service design and its application on the Alpine Zoo in Innsbruck; Austria
Author:
Marc Stickdorn: MCI ‚Äď Management Center Innsbruck, Austria Anita Zehrer: MCI ‚Äď Management Center Innsbruck, Austria
Download:
Full text (pdf)
Year:
2010
Conference:
Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010
Issue:
060
Article no.:
019
Pages:
147-148
No. of pages:
2
Publication type:
Abstract and Fulltext
Published:
2012-09-20
ISBN:
978-91-7519-770-8
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


No abstract available

Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Author:
Marc Stickdorn, Anita Zehrer
Title:
Service Design for tourism SMEs - The concept of service design and its application on the Alpine Zoo in Innsbruck; Austria
References:

Buhalis; D. (2003). eTourism ‚Äď Information technology for strategic tourism management; Harlow: Pearson Education Limited.


EC (2003). European Competitiveness Report 2003; available at http://ec.europa.eu/enterprise/enterprise_policy/competitiveness/doc/comprep_2003_ en.pdf; accessed 21 Oct. 2008.


Egger; R. (2005). Grundlagen des etourism ‚Äď Informations- und Kommunikationstechnologien im Tourismus; Aachen: Shaker Verlag.


Fitzsimmons; J.A. and Fitzsimmons; M.J. (2001). Service Management: Operations; Strategy; and Information Technology. Boston: McGraw-Hill Inc.


Gummesson; E. (1994). Service Management: an Evaluation and the Future; International Journal of Service Industry Management; 5 (1); pp. 77-96.


Lynn; M.L.; Lytle; R.S. and Bobek; S. (2000). Service Orientation in Transitional Markets: Does it Matter?; European Journal of Marketing; 34 (3/4); pp. 279-298.


Lytle; R.S. and Timmerman; J.E. (2006). Service Orientation and Performance: an Organizational Perspective; Journal of Services Marketing; 20 (2); pp. 136-147.


Stickdorn; M. & Zehrer; A. (2009). Service Design in Tourism - Customer Experience Driven Destination Management. Proceedings of the First Nordic Conference on Service Design and Service Innovation; online: www.aho.no/servicedesign09.


Stickdorn; M. & Schneider; J. (2010). This is Service Design Thinking. Amsterdam: BIS Publishers.


Stickdorn; M.; & Zehrer; A. (2010). Mobile ethnography: How service design aids the tourism industry to cope with the behavioral change of social media. Touchpoint ‚Äď The Journal of Service Design;2(1); pp. 82-85.


Zehrer; A. (2009). Service experience and service design ‚Äď concepts and application in tourism SMEs. Managing Service Quality; 19 (3); pp. 332-349.

Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Author:
Marc Stickdorn, Anita Zehrer
Title:
Service Design for tourism SMEs - The concept of service design and its application on the Alpine Zoo in Innsbruck; Austria
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