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• W2150920111 abstract "This paper describes a novel approach in which behavioral science is combined with musical notation, to define, measure and improve service experience. With a service experience considered as a sequence of emotive states, we then show how we can categorize those states by employing Maslow's hierarchy of needs [1]. We suggest a notational language that is similar to music notes, which combines the hierarchy of needs with a timeline needed to describe a service experience. In particular, this language uses the 5 lines on the musical staff to denote the different needs. Thus one can create scores, or music sheets, of a preferred experience in different contexts. Finally, we suggest a roadmap towards Computer Aided Service Experience Engineering (CASEE)' by proposing a system architecture capable of monitoring particular experiences against their desired 'music', suggesting corrective actions to drive the service experience when it is out of tune." @default.
• W2150920111 created "2016-06-24" @default.
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• W2150920111 date "2011-05-01" @default.
• W2150920111 modified "2023-09-24" @default.
• W2150920111 title "Using Music Notation as a Graphic Language for Designing, Prescribing and Measuring Service Experience" @default.
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• W2150920111 doi "https://doi.org/10.1109/ijcss.2011.10" @default.
• W2150920111 hasPublicationYear "2011" @default.
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