Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | A Research Framework for Service Evaluation
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Title:
A Research Framework for Service Evaluation
Author:
Francesca Foglieni: Politecnico di Milano, Milano, Italy Stefano Maffei: Politecnico di Milano, Milano, Italy Beatrice Villari: Politecnico di Milano, Milano, Italy
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.:
044
Pages:
423-428
No. of pages:
6
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 authors propose a reflection on service evaluation research and practice starting with the assumption that the evaluation process in the service field is still a fragmented and controversial issue. The paper describes a first attempt to build a research framework targeted to better understand which can be the role of evaluation in the service lifecycle (from a design to a release phase). The final purpose is thus to propose a service evaluation overview by mapping existing theories and tools coming from different service-related disciplines and to outline an in-progress interpretive theoretical model.

Keywords: service evaluation; service innovation; evaluation approach; service model

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

Author:
Francesca Foglieni, Stefano Maffei, Beatrice Villari
Title:
A Research Framework for Service Evaluation
References:

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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:
Francesca Foglieni, Stefano Maffei, Beatrice Villari
Title:
A Research Framework for Service Evaluation
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