Linking service design to value creation and service research

Tor Wallin Andreassen, Per Kristensson, Line Lervik-Olsen, Ananthanarayanan Parasuraman, Janet R. McColl-Kennedy, Bo Edvardsson, Maria Colurcio

Research output: Contribution to journalArticle

32 Citations (Scopus)

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 languageEnglish (US)
Pages (from-to)21-29
Number of pages9
JournalJournal of Service Management
Volume27
Issue number1
DOIs
StatePublished - Mar 21 2016

Fingerprint

marketing
services
Value creation
Service design
conceptual framework
Services marketing
methodology
Conceptual framework
Service profit chain
Service experience
Organizational performance
Marketing models
Organizational design
Design methodology
Customer experience

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

Andreassen, T. W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B., & Colurcio, M. (2016). Linking service design to value creation and service research. Journal of Service Management, 27(1), 21-29. https://doi.org/10.1108/JOSM-04-2015-0123

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 journalArticle

Andreassen, TW, Kristensson, P, Lervik-Olsen, L, Parasuraman, A, McColl-Kennedy, JR, Edvardsson, B & Colurcio, M 2016, 'Linking service design to value creation and service research', Journal of Service Management, vol. 27, no. 1, pp. 21-29. https://doi.org/10.1108/JOSM-04-2015-0123
Andreassen TW, Kristensson P, Lervik-Olsen L, Parasuraman A, McColl-Kennedy JR, Edvardsson B et al. Linking service design to value creation and service research. Journal of Service Management. 2016 Mar 21;27(1):21-29. https://doi.org/10.1108/JOSM-04-2015-0123
Andreassen, Tor Wallin ; Kristensson, Per ; Lervik-Olsen, Line ; Parasuraman, Ananthanarayanan ; McColl-Kennedy, Janet R. ; Edvardsson, Bo ; Colurcio, Maria. / Linking service design to value creation and service research. In: Journal of Service Management. 2016 ; Vol. 27, No. 1. pp. 21-29.
@article{04a12afd56314e7cb3ccabe9a1a9d48b,
title = "Linking service design to value creation and service research",
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.",
keywords = "Customer experience, Design thinking, Service design, Service innovation, Service research",
author = "Andreassen, {Tor Wallin} and Per Kristensson and Line Lervik-Olsen and Ananthanarayanan Parasuraman and McColl-Kennedy, {Janet R.} and Bo Edvardsson and Maria Colurcio",
year = "2016",
month = "3",
day = "21",
doi = "10.1108/JOSM-04-2015-0123",
language = "English (US)",
volume = "27",
pages = "21--29",
journal = "Journal of Service Management",
issn = "1757-5818",
publisher = "Emerald Group Publishing Ltd.",
number = "1",

}

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 -