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The purpose of this paper is to propose a solution to the challenges of professional service firms (PSF), which are referred to as cat herding, opaque quality and lack of process standardization. These result from misalignment in the mental pictures that managers, employees and customers have of the service. The study demonstrates how the process of articulating a shared service concept reduces these challenges.

A narrative methodology is used to analyze the perspectives of old management, new management and employees during organizational change in a PSF – a website design company growing to offer full-service branding. Group narratives are constructed using longitudinal data gathered through interviews and fieldwork, in order to compare the misaligned mental pictures and show the benefits of articulating the service concept.

Professional employees view growth and change as threats to their culture and practice, particularly when new management seeks to standardize processes. These threats are revealed to stem from misinterpretations caused by miscommunication of intentions and lack of participation in decision making. Articulating a shared service concept helps to align understanding and return the firm to equilibrium.

The narrative methodology helps unpack conflicting perspectives, but is open to claims of subjectivity and misrepresentation. To ensure fairness and trustworthiness, informants were invited to review and approve the narratives.

The study contributes propositions related to the value of articulating a shared service concept as a means of minimizing the challenges of PSFs.

The purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability.

An abductive, multiple-case study involves 12 service firms from diverse online and offline service sectors.

Overall, six service design strategies represent two overarching themes: customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience.

The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links.

The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services.

Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience.

The model-based enquiry depends on the form in which models are formulated and represented. When economists select a model as an efficient reasoning tool, they may first consider the type of model whose inherited epistemic virtue and reasoning rules best fits their needs. This chapter studies the dependence between the different forms of models and scientific knowledge by considering a particular form of model, that is, the diagram. This chapter draws from the history of location theory, which provides us with an example of how economists reasoned with diagrams, how their particular geometric shapes became an idealized landscape, and how they reasoned into them to account for actual spatial patterns of economic activity providing the opportunity for policy advice. Three different diagrams are examined: Johann Heinrich von Thünen’s concentric rings of agricultural land use, Alfred Weber’s triangles of industrial locations, and Walter Christaller’s hexagons of market area.

Competition and cooperation in tourism is a complex and broad subject. It contains manifold and different problems. It is my task to deal with general aspects only. My first idea was to base my considerations on empirical facts. However, I was not very successful in finding reliable and sufficient statistical data on competition and cooperation in tourism. Of course, we have literature enough on special problems, for instance on the competition between railway and road transport or on the cooperation among the airline corporations. However, I have found that all these publications only indirectly touch tourism.

The research reported here derives from a recently completed questionnaire survey of the UK mechanical engineering industry and a series of follow‐up case studies. The case studies investigated the product design strategies adopted by firms for achieving competitive edge. It was found that companies were consolidating their product ranges and increasing the use of bought‐out components. There had thus been a shift from internal manufacturing (hierarchy) to bought‐out manufacturing (market). This was complemented by the changes, over the last few years, in the production system. That is, the adoption of manufacturing, or FMS, cells. Here, companies were feeding more components through these machining cells rather than using other, more expensive, manufacturing techniques, such as die casting. Thus, product design has had to match these changes in manufacturing strategy. Increased competition from Japan had also led companies to reduce lead times on product introduction. The research identifies the product design strategies the firms had adopted to achieve competitive edge. These were the better management of the product design process through project teams or project management. The use of design reviews for tailoring designs for efficient manufacture and early consideration of manufacturability. The full utilization of prototypes to eliminate production difficulties. These management factors and the ability to use CAD/CAM‐FMS technology enabled the companies to maintain competitive edge.

Reports on research based on the results of a survey of design management in the UK mechanical engineering industry. Considers the issue of which aspects of production were considered in the design of products and when. Demonstrates that at the prototype stage production aspects became the most important. This shows that the manufacturability of the product is not considered until after it has been designed. Concludes that the effective and efficient manufacture of the product is not given sufficient attention by mechanical engineering firms. Also investigates the involvement of production personnel in the design process. Finds that production engineering was more extensively involved in the design process the closer it moved towards manufacture. Points to further research which hopes to address this lack by providing practical tools for the application of concurrent engineering.

OUR pages continue the discussion on book‐display, about which all has not been said by any means. The ingenious librarian will always sharpen his wits upon the attracting of readers, and the main problem in the matter is merely: what sort of reader is it most desirable to attract? We do not apologise for this reiteration, because it is the fundamental subject now facing librarians. We are not in the least moved by a comment in a contemporary that we are decrying libraries when we assert, and in spite of him we do assert, that fiction issues nearly all over London show a decline. That decline, we repeat, is due to the slight increase in the employment of readers, and to cheap fiction libraries. What the public librarian has to decide is if he shall compete with such libraries or more definitely diverge from them. If a middle course is preferred—as it usually is by Britons—what is that course? Ultimately, is the educated reader to be the standard for whom the library works, or the uneducated? Or, to put it another way, is the librarian in any way responsible for the quality of the books his community reads? Our readers, young and not so young, are invited to help us to answers to these live questions.

This chapter explores the relationship between emotional design and customer experience. It begins with an introduction to the concept of emotional design, comprising behavioral, visceral, and reflective elements. Next, the nature of service experiences is examined, leading to a framework that classifies services according to their functional and experiential positions. Understanding customer goals allows this framework to be used to design customer experiences, in terms of the journey that customers take when consuming a service. The chapter then discusses the cognitive traits associated with designers and argues that they are well suited to understanding the customer journey and designing the prerequisites for the desired experience. Two different approaches to understanding and acting on customer requirements are explored – user centered and design driven.

The purpose of this paper is to advance the understanding of product‐service systems (PSS). It uses a multiple method approach to analyse literature and cases and synthesise a framework for the understanding and investigation of PSS. It demonstrates the need to consider the “organisation” or network, of firms involved in defining, designing and delivering value through the PSS. This is conceptualised as a product‐service‐organisation (PSO).

The paper uses three complementary methodologies: a road‐mapping analysis, investigating industrial challenges for collaborating enterprises, a multidisciplinary literature review of PSS concepts and analysis of two cases.

The paper finds that value can be most effectively delivered by networks of collaborating firms, integrating the products and services they offer to create the value which customers seek. In short, creating value requires the simultaneous design of product, service and organisation – the PSO triangle.

The paper offers a new classification of PSS related literature, drawing on a broad review of research in marketing, design and operations management related to service and PSS. The framework helps researchers understand the organisational challenges of PSS and provides suggested future research directions and questions.

The framework provides the foundations for a process to develop PSS. It highlights the organisational challenges and suggests that a systematic yet iterative process can be devised to create and deliver value. This means defining customer value which can be profitably delivered; designing the PSS to create this value and identifying the required capabilities; and finally creating and managing the network of partners responsible for delivering value.

The major contribution is a link between the emerging PSS literature and previous research on virtual enterprises and other types of organisational networks. The paper argues that PSS often creates the need to identify and access capabilities through a collaborative network. This is conceptualised in the PSO triangle.