- Type of project
- 01.09.2011 -> 31.08.2014
This project has been completed
About the project
The importance of the brand has been recognized in both literature and practice. Brands makes promisses which should be delivered to the customer through touch points. Based on the concept of semantic transformation, this projects proposes to address the research gap in the development of brand based service experiences.
Main goals – Understand how service companies can deliver more value to customers by aligning their service with the brands, and develop a framework to facilitate the translation of brand strategy into customer experience.
Analytical frames – Phenomenology
Research methods – Research through design, and participatory research
Partners – CSI, Telenor (+ Djuice), Posten (+ Bring).
Duration – September 2011 – August 2014
Finance: Center for Service Innovation – AHO
Supervisor: Simon Clatworthy