Conference article

A Research Framework for Service Evaluation

Francesca Foglieni
Politecnico di Milano, Milano, Italy

Stefano Maffei
Politecnico di Milano, Milano, Italy

Beatrice Villari
Politecnico di Milano, Milano, Italy

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

Linköping Electronic Conference Proceedings 99:44, p. 423-428

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Published: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

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

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