The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes

Decker, Alexander; Meissner, Harald

doi:10.1007/978-3-322-90981-7_8

Cited by 4 publications

(3 citation statements)

References 3 publications

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“…This SIT approach is sourced from the critical incident technique (CIT) in which in [56] describe as having processes set specifically to gather human behavior directly, which incidentally promotes prospective utilization to resolve practical issues and develop wide psychological values. In [57] then continued, its storytelling technique has given room for many researchers to figure out distinctive phenomenon and at the same time, appreciate non-critical incidents when significant themes are being identified along the way. The subjects are given full freedom to speak of their experiences and they use their own words in their descriptions of their purchase journey; pre-purchase, purchase and post purchase consecutively with guidance.…”

Section: B Data Collectionmentioning

confidence: 99%

Way to Go: Mirroring Real Experiences of the Escape Rooms

2019

IJITEE

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Over the last decade, escape rooms have taken the entertainment industry by storm. Contenders sign up willingly, to be virtually locked up in unfamiliar rooms, with the understanding that they are in for an adventure of unravelling clues, puzzles and riddles as the clock ticks on them. While this phenomenon takes entertainment to the next level, the presence of escape rooms is extremely challenging in terms of continually catering to the appetites of a varied customer base. There are existing frameworks which touch on customer services, but unfortunately, none on this trade, which in fact, requires a lot of attention to ensure continuous growth and long term sustainability. This paper is an effort made to review our customers’ experiences in our escape rooms in Malaysia, to determine the constructs that are fundamental to enhancing customer experience in escape rooms in Malaysia. In addition, it functions to improve and design games suitable to their needs and most important for their frequent comebacks. This research was carried out in two establishments situated in Klang Valley, Malaysia. There were twenty contenders and they have met the criteria of at least a one-time involvement in the game. The study is qualitative in nature and it is advocated by using the sequential incident technique to excavate the customers’ perceptions which could be the base of our future Malaysian escape games. The analysis utilized is thematic and the results unearthed fifteen determinants in which nine are closely mirrored to the goaldirected behaviour model. The research benefits the discipline of customer experience mapping in this unique industry and the future escape room designs and enhancement for our escape rooms’ entrepreneurs.

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Section: B Data Collectionmentioning

confidence: 99%

Way to Go: Mirroring Real Experiences of the Escape Rooms

2019

IJITEE

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“…Since then, many studies on service marketing have been conducted on the basis of this technique (cf. Bitner, 1990;Bostschen et al, 1996;Decker and Meissner, 1997;Edvardsson, 1988Edvardsson, , 1992Keaveney, 1995;Olsen, 1996;Stauss, 1993;Stauss and Hentschel, 1992;Standvik and Liljander, 1994;Stauss and Weinlich, 1997;Roos, 1996Roos, , 1999Roos and Strandvik, 1996). Since services are mainly a process, observational methods would seem to be useful to analyse the interactions during the service encounter, complementing the more traditional methods of data collection (Grove and Fisk, 1992).…”

Section: Critical Incident Techniquementioning

confidence: 99%

Assessing Users' Perceptions on how to Improve Public Services Quality

Carvalho¹,

Brito²

2012

Public Management Review

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In order to address new demands from citizens and companies, public agencies are developing new ways of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to increase speed of response, to simplify procedures and, above all, to improve service quality. This article aims to evaluate the perceptions of users of public services in order to improve their quality. The article follows a marketing perspective, paying special attention to citizens' expectations and perceptions and to the role of emotions in the encounter. Given the nature of the research issue, the investigation followed a case-study methodology. The authors present an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portuguese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users' satisfaction. Satisfying and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter.

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“…In general, literature on complaint management stresses the value of the voicer for the business (De Ruyter 1994, Decker/Meissner 1997Stauss/Seidel 1996, eh. 3;Krips 1990).…”

Section: Complaining and Consumerismmentioning

confidence: 99%

Service Quality and Management

Kunst¹,

Lemmink²,

Stauß³

1999

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Der Wandel von der Industrie-zur Dienstleistungsgesellschaft ist de facto längst vollzogen, er stellt jedoch mehr denn je eine Herausforderung für Theorie und Praxis, speziell im Marketing, dar. Die Schriftenreihe will ein Forum bieten für wissenschaftliche Beiträge zu dem bedeutenden und immer wichtiger werdenden Bereich des Dienstleistungsmarketing. In ihr werden aktuelle Ergebnisse der betriebswirtschaftlichen Forschung in diesem Bereich des Marketing präsentiert und zur Diskussion gestellt.

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The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes

Cited by 4 publications

References 3 publications

Way to Go: Mirroring Real Experiences of the Escape Rooms

Way to Go: Mirroring Real Experiences of the Escape Rooms

Assessing Users' Perceptions on how to Improve Public Services Quality

Service Quality and Management

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