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Engaging Stakeholders in the Designing of a Service   Adeyanju Alade

Engaging Stakeholders in the Designing of a Service

228 страниц. 2013 год.
LAP Lambert Academic Publishing
This work aimed to contribute to the body of knowledge that explores the role of effective stakeholder engagement in the design of a service. A descriptive approach was used to propose a new process model in this study. This process model described how a standard stakeholder engagement framework could be applied with service design processes and tools towards the design of a service. Qualitative research methods were used to collect and analyse data in this study. Among other tools, service blueprint was used to explore the service touchpoints & essential issues that existed in the service offering of the partner company in this study. Further, a co-creation tool was tested and used to analyse the current states of case companies with respect to co-creation approaches in service. The use of co-creation tool resulted in the development of co-creation trees. Co-creation trees present a visual way of displaying the performance of an organisation in terms of co-creation approaches with...
 
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