This dissertation
is written by Kanella Chatzimichail as the last part of her studies at the
MSc in
Strategic Product Design
at the International Hellenic University.
The aim of this
master
thesis
is to identify and describe important factors
that influence
the service
interaction and to suggest
a methodology on how to choose the right methods for every service interaction design case
.
To investigate these aspects,
a survey based on the
Delphi method
and
extensive literature reviews have
been conducted, with
data retrieved from various scientific fields.
Moreover a computer application was created
using the Microsoft Visual Studio and the programming languages XMAL and C
#, using
the results of the survey.
The first
three chapters
are
going to cover the theoretical part of
services
and the
next
chapters are
a presentation of
the
results
of
the survey
.
The evaluation criteria are not
only related to the important factors that influence the service interaction but also criteria related tο
the performance of the methods’ procedure, like the cost and the time
duration.
The findings of this dissertation highlight the
importance of the human factor
and of
the
environment
that the
service interaction takes place.
Moreover
, theoretical
contributions, managerial implications along with future research are discussed.
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