@inproceedings{aa3b29cbf61344d7bd4e642c88eafaf8,
title = "Examining designers' ability to predict new service success",
abstract = "We examine designers' ability to predict new service success. To do so, we compare customer and designer evaluations of new services. Our findings suggest that while designers are not good predictors of customers' satisfaction with new services in general, their ability to predict customer satisfaction improves when services are hedonic in nature rather than utilitarian- or when they can be characterized as innovative. Designing services is a relatively new practice for designers, which may explain why they have difficulty predicting customers' satisfaction with new services. This in turn suggests, among other things, a need for design educators to enhance designers' capabilities in assessing market acceptance of new services.",
keywords = "Customer satisfaction, Designers, Predicting success, Service design",
author = "Marina Candi and Gerda Gemser",
year = "2014",
language = "English",
series = "Proceedings of NordDesign 2014 Conference, NordDesign 2014",
publisher = "Aalto University",
pages = "530--539",
editor = "Miko Laakso and Kalevi Ekman",
booktitle = "Proceedings of NordDesign 2014 Conference, NordDesign 2014",
note = "10th Biannual NordDesign Conference, NordDesign 2014 ; Conference date: 27-08-2014 Through 29-08-2014",
}