@proceedings{8894,

title = {Towards a Taxonomy of Service Design Methods and Tools},

author = {Rui Alves and Nuno Nunes},

url = {http://dx.doi.org/10.1007/978-3-642-36356-6_16},

isbn = {978-3-642-36355-9},

year  = {2013},

date = {2013-01-01},

journal = {4th International Conferences on Exploring Service Science, [Acceptance Rate: 28%]},

volume = {143},

pages = {215-229},

publisher = {Springer Berlin Heidelberg},

keywords = {},

pubstate = {published},

tppubtype = {proceedings}

}

@proceedings{8967,

title = {Exploring the Use of EEG and Eye Tracking in Understanding Customer Experiences for Service Design},

author = {Veranika Lim and MC Chen and Evangelos Niforatos and Rui Alves and Evangelos Karapanos and Nuno Nunes},

year  = {2012},

date = {2012-08-01},

journal = {10th Asia Pacific Conference on Computer Human Interaction - APCHI2012, [Acceptance Rate: 23%]},

address = {Matsue, Japan},

abstract = {<p>Current customer journeys only rely on qualitative data. The aim of this paper is to introduce quantitative measures of customer experiences for Service Design. An EEG and eye tracker to measure attention levels and eye behaviour were used in a case study to compare two scenarios of a customer journey. Although more research needs to be conducted, the quantitative data showed differences in attention level patterns between touchpoints for the two scenarios. This data is expected to lead to a better understanding of customers&$#$39; experiences throughout the service, new customer journey visualization methods and improvements in service design deliverables.</p>},

keywords = {},

pubstate = {published},

tppubtype = {proceedings}

}

@proceedings{9110,

title = {Customer Experience Modeling: Designing Interactions for Service Systems},

author = {J. Teixeira and Lia Patrício and Nuno Nunes and Leonel Nóbrega},

editor = {Pedro Campos and Nicholas Graham and Joaquim A. Jorge and Nuno Nunes and Philippe A. Palanque and Marco Winckler},

url = {http://dx.doi.org/10.1007/978-3-642-23768-3_11},

isbn = {978-3-642-23767-6},

year  = {2011},

date = {2011-01-01},

urldate = {2011-01-01},

journal = {Human-Computer Interaction – INTERACT 2011, [Acceptance Rate: 28%]},

volume = {6949},

pages = {136-143},

publisher = {Springer Berlin Heidelberg},

keywords = {},

pubstate = {published},

tppubtype = {proceedings}

}