Performing service design experiments using ethnomethodology and theatre-based reenactment: a Swiss ski resort case study

Emmanuel Fragniere, Benjamin Nanchen, Marshall Sitten

Research output: Contribution to journalArticle

Abstract

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.
Original languageEnglish
Pages (from-to)89-100
JournalService Science
Volume4
Issue number2
Early online date1 Jun 2012
DOIs
Publication statusPublished - 2012

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