This paper focuses on enhanced consumer involvement in service development. The study was conducted in the context of speech recognition technology and its applications to telephone services. These services are just entering the market; issues of usability, utility and acceptability are thus crucial. We evaluate the usefulness of quantitative and qualitative methods for consumer involvement and their contribution of ideas and improvements for product development.
Heiskanen, Eva and Hyvönen, Kaarina, "Consumer Involvement in Developing Services Based on Speech Technology" (2006). BLED 2006 Proceedings. 39.