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- Andreassen, Tor Wallin, et al.
(author)
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Linking service design to value creation and service research
- 2016
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In: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 21-29
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Journal article (peer-reviewed)abstract
- Purpose - The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach - For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings - By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value - To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.
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- Ben Letaifa, Soumaya, et al.
(author)
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The role of social platforms in transforming service ecosystems
- 2016
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In: Journal of Business Research. - : Elsevier BV. - 0148-2963 .- 1873-7978. ; 69:5, s. 1933-1938
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Journal article (peer-reviewed)abstract
- This study seeks to define and conceptualize the role of social platforms in transforming service ecosystems. The study explores how prime social movers use social platforms to enable transformation. The empirical context is Tunisia, a-service ecosystem in transformation from repression to democracy. The study builds on ecosystems within management research and service ecosystem frameworks in service-dominant logic (SDL) and describe and analyze the process of institutionalization of social change. Using narratives from interviews, the research focuses on how people, especially social movers during the Arab Spring in Tunisia come together and integrate disruptive social resources to make a social revolution a reality. This study contributes with: (1) a comprehensive conceptualization of the role of social platforms in the institutionalization of a social change, (2) clarifying the change of social transformation that starts with people, evolves to meso and macro levels, and transforms society, and (3) identifying a new service transformation framework for service ecosystems.
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