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A Structured Test Approach for Service Concepts

Author

Listed:
  • Thomas Burger

    (Fraunhofer Institute for Industrial Engineering, Germany)

  • Kwang-Jae Kim

    (Pohang University of Science and Technology (POSTECH), South Korea)

  • Thomas Meiren

    (Fraunhofer Institute for Industrial Engineering, Germany)

Abstract

To assure new services attain a certain level of quality, services should be developed and tested systematically like products or software. In practice, this is rarely the case, especially in regards to the testing of service concepts due to appropriate solutions, processes, and methodology seem to be missing. In this paper, the authors propose an approach to how service testing can be realized in practice and present supporting processes, methods, and technologies for testing services in laboratory environments.

Suggested Citation

  • Thomas Burger & Kwang-Jae Kim & Thomas Meiren, 2010. "A Structured Test Approach for Service Concepts," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 1(4), pages 12-21, October.
    • Handle: RePEc:igg:jssmet:v:1:y:2010:i:4:p:12-21
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    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jssmet.2010100102
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    Cited by:

    1. Kwon, Ryeok-Hwan & Kim, Kwang-Jae & Kim, Ki-Hun & Hong, Yoo-Suk & Kim, Bohyun, 2015. "Evaluating servicescape designs using a VR-based laboratory experiment: A case of a Duty-free Shop," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 32-40.
    2. Jens Neuhüttler & Walter Ganz & Dieter Spath, 2019. "An Integrative Quality Framework for Developing Industrial Smart Services," Service Science, INFORMS, vol. 11(3), pages 157-171, October.

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