Service Design for tourism SMEs - The concept of service design and its application on the Alpine Zoo in Innsbruck; Austria

Marc Stickdorn
MCI – Management Center Innsbruck, Austria

Anita Zehrer
MCI – Management Center Innsbruck, Austria

Ladda ner artikel

Ingår i: Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Linköping Electronic Conference Proceedings 60:19, s. 147-148

Visa mer +

Publicerad: 2012-09-20

ISBN: 978-91-7519-770-8

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


Inget abstract är tillgängligt


Inga nyckelord är tillgängliga


Buhalis; D. (2003). eTourism – Information technology for strategic tourism management; Harlow: Pearson Education Limited.

EC (2003). European Competitiveness Report 2003; available at http://ec.europa.eu/enterprise/enterprise_policy/competitiveness/doc/comprep_2003_ en.pdf; accessed 21 Oct. 2008.

Egger; R. (2005). Grundlagen des etourism – Informations- und Kommunikationstechnologien im Tourismus; Aachen: Shaker Verlag.

Fitzsimmons; J.A. and Fitzsimmons; M.J. (2001). Service Management: Operations; Strategy; and Information Technology. Boston: McGraw-Hill Inc.

Gummesson; E. (1994). Service Management: an Evaluation and the Future; International Journal of Service Industry Management; 5 (1); pp. 77-96.

Lynn; M.L.; Lytle; R.S. and Bobek; S. (2000). Service Orientation in Transitional Markets: Does it Matter?; European Journal of Marketing; 34 (3/4); pp. 279-298.

Lytle; R.S. and Timmerman; J.E. (2006). Service Orientation and Performance: an Organizational Perspective; Journal of Services Marketing; 20 (2); pp. 136-147.

Stickdorn; M. & Zehrer; A. (2009). Service Design in Tourism - Customer Experience Driven Destination Management. Proceedings of the First Nordic Conference on Service Design and Service Innovation; online: www.aho.no/servicedesign09.

Stickdorn; M. & Schneider; J. (2010). This is Service Design Thinking. Amsterdam: BIS Publishers.

Stickdorn; M.; & Zehrer; A. (2010). Mobile ethnography: How service design aids the tourism industry to cope with the behavioral change of social media. Touchpoint – The Journal of Service Design;2(1); pp. 82-85.

Zehrer; A. (2009). Service experience and service design – concepts and application in tourism SMEs. Managing Service Quality; 19 (3); pp. 332-349.

Citeringar i Crossref