Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Customer Journeys: Involving Customers and Internal Resources in the Design and Management of Services Link�ping University Electronic Press Conference Proceedings
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Title:
Customer Journeys: Involving Customers and Internal Resources in the Design and Management of Services
Author:
Asbjørn Følstad: SINTEF, Oslo, Norway Knut Kvale: Telenor, Bærum, Norway Ragnhild Halvorsrud: SINTEF, Oslo, Norway
Download:
Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
042
Pages:
412-417
No. of pages:
5
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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The customer journey approach is increasingly being taken up by practitioners and researchers to support the design and management of services. As part of this approach; customers and internal resources are often involved as contributors of input in design and management processes. In the current literature on customer journeys; a broad variety of involvement practices has emerged. No coherent framework has been proposed to structure these practices. In this short paper; we provide an overview of the different purposes and implementations of emerging involvement practices with the customer journey approach. We then contribute a simple framework for these practices; where we classify involvement according to its purpose; implementation; and output. Finally; we point out future research needed to further develop the ways customers and internal resources are involved within the customer journey approach.

Keywords: Customer journeys; service design; customer involvement; methods

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Asbjørn Følstad, Knut Kvale, Ragnhild Halvorsrud
Title:
Customer Journeys: Involving Customers and Internal Resources in the Design and Management of Services
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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Asbjørn Følstad, Knut Kvale, Ragnhild Halvorsrud
Title:
Customer Journeys: Involving Customers and Internal Resources in the Design and Management of Services
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