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Linking service des...
Linking service design to value creation and service research
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- Andreassen, Tor Wallin (author)
- Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.
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- Kristensson, Per, 1969- (author)
- Karlstads universitet,Avdelningen för psykologi,Centrum för tjänsteforskning
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- Lervik-Olsen, Line (author)
- Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.;Norwegian Business Sch, Oslo, Norway.
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- Parasuraman, A. (author)
- Univ Miami, Sch Business, Coral Gables, FL 33124 USA.
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- McColl-Kennedy, Janet R. (author)
- Univ Queensland, UQ Business Sch, Brisbane, Qld, Australia.
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- Edvardsson, Bo, 1952- (author)
- Karlstads universitet,Centrum för tjänsteforskning,Handelshögskolan (from 2013)
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- Colurcio, Maria (author)
- Univ Magna Graecia Catanzaro Italy, Catanzaro, Italy.
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Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway Avdelningen för psykologi (creator_code:org_t)
- 2016
- 2016
- English.
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In: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 21-29
- Related links:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Subject headings
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- 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.
Subject headings
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business (hsv//eng)
Keyword
- Service innovation
- Service research
- Customer experience
- Service design
- Design thinking
- Business Administration
- Företagsekonomi
Publication and Content Type
- ref (subject category)
- art (subject category)
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