Performing service design experiments using ethnomethodology and theatre-based reenactment: a swiss ski resort case study
by Emmanuel Fragnière, Benjamin Nanchen, Marshall Sitten
Link
Reference:
Emmanuel Fragnière, Benjamin Nanchen, Marshall Sitten, (2012), "Performing service design experiments using ethnomethodology and theatre-based reenactment: a swiss ski resort case study", Service Science, vol. 4, no. 2, pp. 89–100.
Bibtex Entry:
@ARTICLE{Fragniere-etal2012,
  author = "Emmanuel Fragnière, Benjamin Nanchen and Marshall Sitten", 
  doi = "10.1287/serv.1120.0008", 
  keywords = "EMCA, Artisanship, Ethnomethodology, Operating modes, Role play, Service experience, Tacit knowledge, Service design, Theatre-based design", 
  journal = "Service Science", 
  number = "2", 
  pages = "89–100", 
  title = "Performing service design experiments using ethnomethodology and theatre-based reenactment: a swiss ski resort case study", 
  url = "https://pubsonline.informs.org/doi/abs/10.1287/serv.1120.0008", 
  volume = "4", 
  year = "2012", 
}