Bridging the gap between knowledge and action using Interactive Learning Environments

There is an increasing interest in using computer simulation models in order to create learning laboratories, usually named Interactive Learning Environments (ILEs) or Management Flight Simulators (MFS), for management education. When combined with System Dynamics simulation models such Interactive Learning Environments have proved their validity in a variety of different fields, being particularly well suited to provide the basis for meaningful learning experiences about the relationships between the structure and the dynamics of complex systems. Starting from the previous considerations, this chapter aims to demonstrate that a System Dynamics based ILE may be effective in sustaining processes of individual learning. In particular, the chapter presents and discusses the main features of an ILE based on a case study related to service quality management. The effectiveness of the ILE in fostering individual learning has been assessed through a computer based experiment run in master course classroom. In more details, the chapter shows that the ILE stimulates players to learn to: a) balance the growth of demand-side and supply-side resources; b) simultaneously control tangible and intangible resources; c) take into account the presence and the effects of delays; d) develop and apply policies, understanding the short and long term consequences of their decisions. From a behavioural perspective, the chapter shows that the process of individual learning, the development of the different mental models of the learners and the gaining of a deeper understanding about the managerial process are some of the goals the experiment allowed to reach.