Topics for seminar work:

Choose any of the techniques/methods for service design from this book: https://is.muni.cz/auth/el/econ/jaro2024/MPH_SOMA/um/designing_customer_experience/Design_methods_for_developing_services.pdf and think about any service you want (also IT service). 

The task should include:

a) brief presentation of the  method/technique adapted to design customer experience to your colleagues - passively or actively

b) application of the method/technique - with this activate your colleagues

c) operations management element to think about - inputs, outputs, effects of/on...

PLEASE, DO NOT USE KAHOOT. 

You can use AI for the help. In this case, include all used prompts in the Sources.

Recommended study materials:

Helkkula, A. (2011). Characterising the concept of service experience. Journal of Service Management, 22(3), 367-389.

https://www.researchgate.net/profile/Anu-Helkkula/publication/235289154_Characterising_the_concept_of_service_experience/links/55b8c85108aed621de07ad2c/Characterising-the-concept-of-service-experience.pdf

Jaakkola, E., Helkkula, A., & Aarikka-Stenroos, L. (2015). Service experience co-creation: conceptualization, implications, and future research directions. Journal of Service Management, 26(2), 182-205.

https://www.researchgate.net/profile/Elina-Jaakkola/publication/275257545_Service_experience_co-creation_Conceptualization_implications_and_future_research_directions/links/555c3c4a08ae6aea08173557/Service-experience-co-creation-Conceptualization-implications-and-future-research-directions.pdf?_sg%5B0%5D=started_experiment_milestone&origin=journalDetail

McColl-Kennedy, J. R., Cheung, L., & Ferrier, E. (2015). Co-creating service experience practices. Journal of Service Management, 26(2), 249-275.

https://www.researchgate.net/profile/Elizabeth-Ferrier/publication/275250147_Co-creating_service_experience_practices/links/5747d25208aef66a78b08227/Co-creating-service-experience-practices.pdf

Tseng, M. M., Qinhai, M., & Su, C. J. (1999). Mapping customers’ service experience for operations improvement. Business Process Management Journal, 5(1), 50-64.

https://repository.hkust.edu.hk/ir/bitstream/1783.1-471/1/p50.pdf

Patrício, L., Fisk, R. P., & Falcão e Cunha, J. (2008). Designing multi-interface service experiences: The service experience blueprint. Journal of Service research, 10(4), 318-334.

https://citeseerx.ist.psu.edu/document?repid=rep1&type=pdf&doi=d06a94b423cf820cf7ec5c5396564c950ff8ac8a

Sandström, S., Edvardsson, B., Kristensson, P., & Magnusson, P. (2008). Value in use through service experience. Managing Service Quality: An International Journal, 18(2), 112-126.

https://citeseerx.ist.psu.edu/document?repid=rep1&type=pdf&doi=3063b8fc0ee22d3346f82d56791fe6965e1bc191

Følstad, A., & Kvale, K. (2018). Customer journeys: a systematic literature review. Journal of Service Theory and Practice, 28(2), 196-227.

https://sintef.brage.unit.no/sintef-xmlui/bitstream/handle/11250/2483763/Customer%2Bjourney%2Bliterature%2Breview_authors%2Bversion.pdf?sequence=4

De Keyser, A., Lemon, K. N., Klaus, P., & Keiningham, T. L. (2015). A framework for understanding and managing the customer experience. Marketing Science Institute working paper series, 85(1), 15-121.

https://www.researchgate.net/profile/Arne-De-Keyser-2/publication/336916723_A_Framework_for_Understanding_and_Managing_the_Customer_Experience/links/5dbaa5e7a6fdcc2128f0e606/A-Framework-for-Understanding-and-Managing-the-Customer-Experience.pdf