The New Service Economy+ aims at gaining a deeper understanding of customer experiences by looking at the phenomenon through the glasses of five different work packages.
- WP 1: A consumption system approach
This WP acknowledges that customer experiences take place in a consumption system over a period of time. Therefore research within the first work package will use longitudinal data collected in a consumption system.
Participating researchers: Martin Löfgren (Project leader), Inger Roos, Lars Witell and Anders Gustafsson.
Participating company: TeliaSonera
- WP 2: Servicescapes and experience rooms
In WP 2, focus is placed on the environment in which the experiences take place by investigating “Servicescapes and experience rooms”.
Participating researchers: Bo Edvardsson (Project leader), Bård Tronvoll and Maria Åkesson
Participating company: IKEA Karlstad
- WP 3: Seeing is believing
WP 3 is closely connected to WP2 and uses eye tracking to investigate how e.g. placement of products affects customer experiences as the shop in different servicescapes and experience rooms. “Learning from and with users” for the purpose of creating positive customer experiences is the theme of
Participating researchers: Erik Wästlund (Project leader), Martin Löfgren and Lars Witell.
Participating company: Tobii Technology AB
- WP 4: Innovation by learning from and with users
WP 4 and in the fifth and last work package the aim is to theorize around “A new framework for customer experiences” based on theories from service research, consumer behavior, and psychology.
Participating researcher: Peter Magnusson (Project leader) and Katarina Wetter Edman.
Participating companies: Ergonimidesign
- WP 5: A new framework for customer experiences
This last work package will also absorb and further process the results from the other four work packages.
Participating researchers: Per Kristensson (Project leader) and Lars E Olsson
Author: Linda Fridberg
The page was updated on 2013-05-08 11:12