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.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 21-29 |
| Number of pages | 9 |
| Journal | Journal of Service Management |
| Volume | 27 |
| Issue number | 1 |
| DOIs | |
| State | Published - Mar 21 2016 |
Fingerprint
Keywords
- Customer experience
- Design thinking
- Service design
- Service innovation
- Service research
ASJC Scopus subject areas
- Business, Management and Accounting (miscellaneous)
- Tourism, Leisure and Hospitality Management
- Strategy and Management
Cite this
Linking service design to value creation and service research. / Andreassen, Tor Wallin; Kristensson, Per; Lervik-Olsen, Line; Parasuraman, Ananthanarayanan; McColl-Kennedy, Janet R.; Edvardsson, Bo; Colurcio, Maria.
In: Journal of Service Management, Vol. 27, No. 1, 21.03.2016, p. 21-29.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Linking service design to value creation and service research
AU - Andreassen, Tor Wallin
AU - Kristensson, Per
AU - Lervik-Olsen, Line
AU - Parasuraman, Ananthanarayanan
AU - McColl-Kennedy, Janet R.
AU - Edvardsson, Bo
AU - Colurcio, Maria
PY - 2016/3/21
Y1 - 2016/3/21
N2 - 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.
AB - 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.
KW - Customer experience
KW - Design thinking
KW - Service design
KW - Service innovation
KW - Service research
UR - http://www.scopus.com/inward/record.url?scp=84962572523&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84962572523&partnerID=8YFLogxK
U2 - 10.1108/JOSM-04-2015-0123
DO - 10.1108/JOSM-04-2015-0123
M3 - Article
AN - SCOPUS:84962572523
VL - 27
SP - 21
EP - 29
JO - Journal of Service Management
JF - Journal of Service Management
SN - 1757-5818
IS - 1
ER -