Published: 2014-06-25
ISBN: 978-91-7519-280-2
ISSN: 1650-3686 (print), 1650-3740 (online)
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.
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