Creative collaborations for innovative service design
by Geke van Dijk. Published in ‘Uncommon Ground: Creative encounters across sectors and disciplines’, edited by Cathy Brickwood et al., BIS publishers,…
Service design
Pick and Mix: consumers moving between online and offline channels
by Geke van Dijk. PhD thesis, completed in 2007, Computing Department, Open University, Milton Keynes, UK. (PDF, 5 MB)…
Travel stories
STBY has recently completed a long-term research on the use of travel related e-services. The main question was how consumers choose between using online and offline channels. The results show that people frequently move between online and offline channels, even for relatively simple purchases
Pick n Mix: Consumers combining electronic and conventional service channels
by Geke van Dijk, Shailey Minocha and Angus Laing. Published in a special issue of the journal Interacting With Computers, Volume 19, Issue 1, Elsevier, 2006. (PDF,…
Channels, consumers and communication: Online and offline communication in service consumption
by Geke van Dijk, Angus Laing and Shailey Minocha. Presented at the Academy of Marketing conference in London 2006. This paper was awarded the Direct and Database…
Investigating users out of the box: exploring multi-channel consumer behaviour
by Geke van Dijk.¬†Presented at SIGCHI2006 conference in Amsterdam, The Netherlands.¬†(PDF in Dutch, 3.6 MB)…
Applying User Context Analysis in evaluations of e-commerce environments.
by Geke van Dijk.¬†Position paper for the workshop Total Customer Experience during the conference Interact 2003, Zurich, CH. (PDF 80 KB).…