In this paper, we describe the development of a collaborative approach to elicit and analyse service process experience as part of a project commissioned by the Dutch Ministry of Infrastructure and Environment. We designed and deployed a model-based instrument for measuring the experiences of both the …

Onbekend.Economies around the globe have evolved into being largely service-oriented economies. Consumers no longer just want a printer or a car, they rather ask for a printing service or a mobility service. In addition, service-oriented organizations increasingly exploit new devices, technologies and …