2018-02-09T11:41:59Z

2018-02-09

Default License

Service

Customers

Environment

masterThesis

Delphi method

C# (Computer program language)

Service industries--Management

Service industries--Employees

Service industries--Evaluation

Service design

free

School of Economics, Business Administration and Legal Studies, MSc in Strategic Product Design

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.

Nathanael, Dimitrios

IHU

68