TY  - JOUR
T1  - Performing Service Design Experiments Using Ethnomethodology and Theatre-Based Reenactment: A Swiss Ski Resort Case Study
A1  - Fragnière, Emmanuel
A1  - Nanchen, Benjamin
A1  - Sitten, Marshall
JA  - Service Science,Informs
Y1  - 2012
VL  - Vol. 4
IS  - No. 2
SP  - pp. 1–13
SN  - 2164-3962
UR  - http://servsci.journal.informs.org/content/early/2012/05/29/serv.1120.0008.abstract
KW  - artisanship
KW  - ethnomethodology
KW  - operating modes
KW  - role play
KW  - service design
KW  - service experience
KW  - tacit knowledge
KW  - theatre-based design
N2  - A service experience corresponds to a social process whose “production” involves both a provider and a client. This production process that leads to a problem resolution does not follow a linear sequence, as in the case of industrialized organizations. Through ethnomethodology, we are able to “tangibilize” the social codes and systems of beliefs that drive the service experience. Then, through scriptwriting and role plays, we redesign, safeguard (risk management), price, and test the new service. After three years of applying this approach in our service lab, hundreds of students have been introduced to the process of ethnomethodology and have designed their own services. To illustrate the approach, we present in this paper a service design that we have implemented for the tourist information service of Crans-Montana, Switzerland.
ER  -