Services, Experiences and Innovation
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Services, Experiences and Innovation

Integrating and Extending Research

Edited by Ada Scupola and Lars Fuglsang

Whilst innovation has traditionally focused on manufacturing, recently research surrounding service innovation has been flourishing. Furthermore, as consumers become ever more sophisticated and look for experiences, a research field investigating this topic has also emerged. This book aims to develop an integrated approach to the field of experience and services through innovation by showing that it is necessary to take several factors into account. As such, it makes a substantial and compelling contribution to the interdependencies between innovation, services and experience research.
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Chapter 5: Crossing the frontiers between touch points, innovation and experience design in tourism

Metka Stare and Dejan Križaj


Research and development methods addressing interconnected products, services and experiences that are of particular relevance in tourism have to be consistently updated. One of the recently proposed approaches relates innovation and experience design aspects with touch points (Experiences through Design, Innovation and Touch points – EDIT). The aim of the chapter is to scrutinize innovations in tourism focusing on recently awarded innovations by the national innovation-supporting mechanism that is recognized by international institutions. Case study analysis serves to evaluate the applicability of the EDIT model for a more holistic understanding of the new realities at the ‘innovation crossroads’ – the contingency this book is targeting. The results of analysis provide deep insight into the innovation process in tourism relevant from the perspective of theoretical advancement and policy design.

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