Measuring design value of a differentiated service platform

A novel typology for fresh juice business

Kiwoong Nam, Bruce Carnie, Chu Sunghoon

Research output: Contribution to journalArticle

Abstract

Abstract: Despite the well-recognised contribution of design to business, practitioners still find it challenging to manage design assets. Given that one cannot manage a business without measuring it, authors deem the lack of practical measuring tool for design as the cause. Hence, the development of relevant criteria for measuring design effectiveness is essential for developing the tools. However, the criteria need to anticipate key business outcomes in order to demonstrate the effectiveness and propose actionable items. Whether the outcome is sales figures or customer satisfaction survey results, the criteria should have the link with business goals. Also, the technologies in the Fourth Industrial Revolution facilitate the quantification of customer behaviour related to business performances such as lingering time on the website for shopping. In this context, statistical understanding of design elements is critical for determining appropriate strategies in the era of digitalised data. Since the appropriately developed design elements are the prerequisite of successful measurement, this study extracts the elements through the in-depth interviews and examines them quantitatively with existing business theories. As a result, design elements for the food and beverage service business are confirmed by using the Structural Equation Modeling.

Original languageEnglish
Pages (from-to)52-57
Number of pages6
JournalTouchpoint
Volume9
Issue number2
Publication statusPublished - 1 Nov 2017
Externally publishedYes

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Causes
Customer Satisfaction
Industrial Revolution
Structural Equation Modeling
Web Sites
Business Performance
In-depth Interviews
Quantification
Shopping
Food

Cite this

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Measuring design value of a differentiated service platform : A novel typology for fresh juice business. / Nam, Kiwoong ; Carnie, Bruce; Sunghoon, Chu.

In: Touchpoint, Vol. 9, No. 2, 01.11.2017, p. 52-57.

Research output: Contribution to journalArticle

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