An interactive method for service design has been proposed for services that heavily depend on human expertise and performance. In this method a simulation model of the service processes is to be constructed based on ethnographic field observation, and then the model is to be validated by...

Recovery of society after a large-scale disaster generally consists of two phases, short- and long-term recoveries. The main goal of the short-term recovery is to bounce the damaged system back to the operating standards enabling residents in damaged cities to survive, and fast supply with vital...

Purpose – The purpose of this article is to propose a model that describes and categorizes the perception gap between different persons and groups/stakeholders. Design/methodology/approach – Based on the concept of mutual beliefs and a theory of expectation, a model of the perception gap...