Fashion and textile practice transitioned over the past decade from a physically engaged design practice into a screen-based design practice with textiles simulated on digital bodies. Digital designers use tangible interaction with textiles for post-phenomenological design considerations. Our research indicates a complementary relationship between tangible interaction and drape observation, which allows for new approaches when considering textile materials. The drape observation based on drape measurement methods developed in textile science equips designers with a deeper material understanding. As the flat textile is placed in the scientific setup, the deformation and the designer's experience co-shape design considerations. The physical-to-digital paradigm shift disconnects designers from the tangible interaction with the textile. Fashion designers' approach contrasts with textile science methods to measure textile properties (needed to simulate textiles) and drape. Equipping designers with this understanding of textile technology requires interdisciplinary developments to make combined tangible drape tools accessible in physical and digital design spaces. Understanding design considerations in physical-digital practices and material drape, utilizing simulated textile properties, is essential for this endeavor. Cross-disciplinary understanding of textiles and similar soft materials between fashion designers, design researchers, textile and computer researchers, and cultural heritage researchers seems valuable in reducing measurement hurdles and creating tools to increase relationships between the physical and digital textiles and improving visual analyses and assessment of textiles. Our reflection to sharpen the post-phenomenological lens and cross-disciplinary collaborations of our past and future research contributes to understanding physical-digital textile design considerations and required cross-disciplinary interaction.
MULTIFILE
Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.
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Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.
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