Research has shown that restaurant-goers don't book a table simply because they are hungry, rather they go out for an experience. An experience that has been shown to be most affected by the design choices in the restaurant; interior design, sound, and scent, all contribute to the consumers perceived value of service. In the interest of filling a perceived gap in the research, this study aims to explore how vegan bistros work with design and in doing so, exploring how they use design strategically.  Using a qualitative case-study research design this study explores and compares two different vegan bistros in Stockholm, Sweden. Through interviews, observations, and the study of artifacts the study examines how these bistros have used design when developing the concept. Our study found that the two bistros have used different approaches to achieving differentiation, in relation to design. One used a literal approach to the concept of veganism, associating it with nature and greens, while the other used an ironic approach where they decorated the dining room to look like a butcher. Our study concluded that the way in which the two vegan bistros have worked with design have provided them with a strategic competitive advantage through differentiation.

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In 2010 the United Arab Emirates (UAE) government set out to improve customer service by adopting the Customer Relationship Management (CRM) system that was used mainly in private sector. There was a concern about implementing the one size fits all CRM. Therefore, public managers needed to understand the various public sector relationship types and to consider a relational, emotional and behavioral approach to the public-government relationship rather than the technical business management approach. The research here identifies some key distinctive typologies and key contextual relationship factors to better design a management approach that suits each typology. Some key relationship components are stakeholders, services, government role, service concept and relationship exchange. Reviewing the literature from the relationship lens, many studies have focused on understanding the components of a public-government relationship. The gap in the literature highlights the need for CRM models for the government sector functions, identifying the various contextual factors of the relationship, and a need to cater to the behavioral and emotional aspect of the relationship. The seven public-government relationship typology framework emerged from meta-synthesis of the literature review. The study uses UAE Federal government CRM, specifically the Ministry of Health and Prevention (MOHAP). Grounded theory methodology was used to explore the seven public-government factors. Twenty-four qualitative interviews were conducted. The examined relationships include: entrepreneurial, public beneficiary, social beneficiary, organizer, protector, arbitrator, and supporter. The findings aid practitioners in designing the public-government relationship management approach that suits the nature of each relationship and its context. Theoretically, the relationship is the new lens for improving customer service in the public sector and the private sector. This emphasizes that the one size fits all CRM approach needs to be changed to more of a human and personalized approach to managing relationship typologies that are altered based upon context, influential components, and key factors. Some of the key factors influencing the relationships are communication, awareness, knowledge, emotional handling, engagement, relational approach, trust, and relationship value chain. This study provides good evidence for the need for further exploration of the contextual angle of relationships in the private sector in similar relationship typologies. / Ph. D.

Nowadays, the apparent promise of Big Data is that of being able to understand in real-time people's behavior in their daily lives. However, as big as these data are, many useful variables describing the person's context (e.g., where she is, with whom she is, what she is doing, and her feelings and emotions) are still unavailable. Therefore, people are, at best, thinly described. A former solution is to collect Big Thick Data via blending techniques, combining sensor data sources with high-quality ethnographic data, to generate a dense representation of the person's context. As attractive as the proposal is, the approach is difficult to integrate into research paradigms dealing with Big Data, given the high cost of data collection, integration, and the expertise needed to manage them. Starting from a quantified approach to Big Thick Data, based on the notion of situational context, this thesis proposes a methodology, to design, collect, and prepare reliable and valid quantified Big Thick Data for the purposes of their reuse. Furthermore, the methodology is supported by a set of services to foster its replicability. The methodology has been applied in 4 case studies involving many domain experts and 10,000+ participants from 10 countries. The diverse applications of the methodology and the reuse of the data for multiple applications demonstrate its inner validity and reliability.

Yes / Occupancy is commonly used to measure bed management in hospices, however increasing complexity of children and young people, and technology dependence mean this is no longer effective. to develop a dependency tool that enables the hospice to safely and effectively manage the use of beds for planned short breaks (respite), preserving capacity for children requiring symptom management and end of life care. Methods: a comprehensive literature review and existing tools were used to inform the development of the Martin House Dependency Tool Framework. Training was provided to staff and the tool piloted before applying it across the hospice caseload. Findings: The Tool has been used on 431 children (=93.1% of caseload). The Tool enabled consistency of assessment and more effective management of resources, owing to a contemporaneous understanding of the clinical needs of those on the caseload. Conclusion: The tool has enabled consistent and transparent assessment of children, improving safety, effectiveness and responsiveness, and the management of the workforce and resources.

Yes / Objectives: Studies on service needs of people with young onset dementia have taken a problem-oriented approach with resulting recommendations focusing on reducing service shortcomings. This study aimed to build on ‘what works’ in real-life practice by exploring the nature of post-diagnostic support services that were perceived positively by younger people with dementia and carers. Method: Positive examples of support were gathered between August 2017 and September 2018, via a national survey. Inductive thematic analysis was employed to explore the nature of positively experienced services provided for younger people with dementia, including analysis of what was provided by positively experienced services. Results: Two hundred and thirty-three respondents reported 856 positive experiences of support. Data analysis yielded eight themes regarding the objectives of positive services: Specialist Advice and Information on Young Onset Dementia, Access to Age-appropriate Services, Interventions for Physical and Mental Health, Opportunities for Social Participation, Opportunities to Have a Voice, Enablement of Independence while Managing Risk, Enablement of Financial Stability, and Support Interventions for family relationships. Conclusion: The study findings (a) suggest that positive services may collectively create an enabling-protective circle that supports YPD to re-establish and maintain a positive identity in the face of young onset dementia, and (b) provide a basis from which future good practice can be developed. / This work was supported by the Alzheimer’s Society under grant number 278 AS-PG-15b-034.

Intro „Sieben von zehn Euro wurden im Jahr 2015 in Deutschland mit Dienstleistung, also Serviceangeboten umgesetzt.“ (Statista, 2015) Was zeichnet das Design einer guten, neuen Dienstleistung aus – Erlebnis, positive Emotion, Zufriedenheit und Vertrautheit, der Wunsch nach Wiederholung? Es geht darum alltagstaugliche Dienstleistungsinnovationen ganz nah am Menschen zu entwickeln. Eine organisatorisch durchgängige, gesamtheitliche Gestaltung von Service-Produkt-Systemen ist dafür notwendig. Gutes Service-Design hat einen markanten Unterschied zu gewohnten und vorherigen Lösungen – es bietet dem Kunden einen hohen Erlebnisfaktor, Neuheitsgrad, spürbaren Mehrwert und darüber nachhaltige Weitererzählungsfaktoren an.

This thesis investigates the design of inclusive services by integrating theory and approaches from the domains of Service Design and Inclusive Design. This integration was used to evaluate bus service use by younger and older people and the role of other stakeholders. The research was carried out through the case study of the bus service in Guadalajara, Mexico. As a result of this research, an inclusive service design approach and a tool are proposed to guide the design of inclusive services. Using an inclusive service design approach led to the application of a mixed methodology for data collection, which included: 1) a series of individual and group interviews with stakeholders as well as a document analysis; 2) structured focus groups with younger and older people; 3) observation of younger and older passengers using the service; and 4) accompanied journeys with older people. Data were analysed using both qualitative and quantitative techniques, and the results facilitated 1) the understanding of the service operation; 2) the identification of the main barriers for interaction with the service along a door-to-door journey; and 3) the determination of the gap between what younger and older users need and desire and what bus operators actually provide. The research then focussed on visualising and communicating the findings to stakeholders. An inclusive service blueprint was developed to graphically represent the level of difficulty in using the service by younger and older people across the door-to-door journey, and to highlight areas for service improvements. A final study was undertaken to assess the usefulness of the inclusive service approach and the blueprint in improving the bus service. Collectively, the findings indicate that integrating inclusive principles along with a Service Design approach provided several benefits in investigating and improving the bus service. The uniqueness of data generated by younger and older users and the understanding of inclusive principles by the stakeholders already shows the potential to lead to a more inclusive service given the activities now happening in Guadalajara. This research contributes to the discussion of how the design of services can evolve through the incorporation of inclusive principles in the design process. Whilst the research was undertaken in the context of the bus service in Guadalajara, the approach and some outcomes from this research may be applicable for designing inclusive services in other contexts around the world.

In Unternehmen mit wissensintensiven Wertschöpfungsprozessen werden oft innovative und einzigartige Produkte hergestellt, die eine enge Zusammenarbeit mit dem Kunden erfordern. Das bedeutet einen hohen Entwicklungs- und Abstimmungsaufwand innerhalb des Unternehmens. Vor allem für kleinere und mittlere produzierende Unternehmen sind praktikable Werkzeuge wichtig, mit denen unter Einbezug der Mitarbeiter solche Dienstleistungsanteile analysiert und passende Dienstleistungsprozesse gestaltet werden können. / Enterprises with skill-intensive value added processes in many cases manufacture innovative and unique products. This requires a close collaboration with the customer, a high development effort and a high level of coordination within the company. Especially small and medium size enterprises need practicable instruments to involve their staff into analyzing refering service contents and into designing the related processes.

The thesis "Service Design of Zátiší Catering Group, a.s." is focused on the management of innovations and service design. The aim is to analyse and identify possible potential and opportunities for improvement of catering services in Zatiší Catering Group, a.s. Content of the thesis includes research of service design and innovation process, study based on application of the design service approaches, introduction of the study outputs, actual project of a new service design and recommendations. Following methods and techniques were used in research: persona, contextual interview, service safari, benchmarking, service blueprints, empathy map, product box. The thesis should contribute to the theoretical determination of service design and its following aplication in the design of a specific service. Final outcome of the study is a service proposal for a canteen in Lycée Français de Prague.