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1 – 10 of over 270000Explains that an overwhelming cause of product and service dissatisfaction is a lack of understanding of customer requirements. Discusses the role of design and its management in…
Abstract
Explains that an overwhelming cause of product and service dissatisfaction is a lack of understanding of customer requirements. Discusses the role of design and its management in the services sector, which entails harnessing the skills of the whole organisation. Argues that to provide an efficient and effective service, a design ethos needs to be adopted whereby the concept of service is treated as in the development of world‐class manufacturing products.
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Stresses the necessity of systematic design of services. Asserts that systematic design is a necessary pre‐requisite for service quality. Describes how the Nordic School of…
Abstract
Stresses the necessity of systematic design of services. Asserts that systematic design is a necessary pre‐requisite for service quality. Describes how the Nordic School of Services has found that service quality is key to competitiveness and profitability. Asserts that gradually service design stands out as the master key. Introduces the concepts of servuction quality and design quality ‐ the two sources of service quality. Discusses techniques for service design and the relationship between profits, costs and quality. Concludes by summarizing a service design strategy.
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Looks at design, its process and importance as a management tool.Concentrates on service design and the choice of options available.Focuses on the various service skills and…
Abstract
Looks at design, its process and importance as a management tool. Concentrates on service design and the choice of options available. Focuses on the various service skills and includes examples of models also to aid in design skills.
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With the growing importance of services in the overall economy, it is surprising that the notion of service firms investing in systematic and dedicated innovation activities has…
Abstract
Purpose
With the growing importance of services in the overall economy, it is surprising that the notion of service firms investing in systematic and dedicated innovation activities has taken so long to materialize. This is now set to change as service firms undertake the kind of research, design and development disciplines which for more than a century have been mainstays of modern manufacturing.
Design/methodology/approach
S&L interviews the well-known former editor of Harvard Business Review Thomas A. Stewart and his co-author, former BloombergBusinessweek.com editor Patricia O’Connell, in their latest book, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight (Harper Business, 2016). They believe we are on the cusp of a “design revolution” in services.
Findings
The central thesis of their book is that services “should be designed with as much care as products are” and they include service “delivery” in that premise.
Practical implications
Service design principles offer powerful new ways to address the three basic strategy questions: What do we sell? To whom? And how do we win?
Originality/value
Service design helps you understand how to configure a set of activities, behaviors and touchpoints–a journey–that allows you to serve that customer well.
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Samuel Wathen and John C. Anderson
Service delivery requires the reception and processing of customerinformation. To deliver a service that satisfies customers, service jobdesign should consider information needed…
Abstract
Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity of customer information received by a service delivery process has implications for service job design.
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Ana Maria Kaiser Cardoso, Osiris Canciglieri Junior and Guilherme Brittes Benitez
This paper aims to deepen the understanding of the service design concept by critically analyzing the existing servitization literature. The paper’s main purpose is to structure…
Abstract
Purpose
This paper aims to deepen the understanding of the service design concept by critically analyzing the existing servitization literature. The paper’s main purpose is to structure service design and offer a clear understanding of how it should be applied.
Design/methodology/approach
A systematic literature review was conducted within servitization literature to understand the evolution of the service design concept. The authors use service design pillars (i.e. user-centered, co-creative, sequencing, evidencing and holistic) as a theoretical framework to explain how service design should be effectively incorporated into the servitization journey.
Findings
The findings expose a discordant interpretation of the pillars underpinning service design, revealing a paradoxical comprehension that jeopardizes its practical advancement within the servitization literature. The authors propose that service design should first be seen holistically, then target user-centered practices for sequencing service development steps, and finally, co-creating with partners to make the service evident to users. Furthermore, the authors contextualize service design within contemporary and traditional service-related issues such as servitization innovation, customer experience, service-dominant logic, service ecosystems and digital transformation.
Originality/value
This research pinpoints the service design concept’s shortcomings in the servitization literature. The study promotes a critical reflection on the service design concept and its current application, providing avenues for future research.
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Chang Ma, Alei Fan and Seonjeong Ally Lee
This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot…
Abstract
Purpose
This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot design elements (e.g., appearance and voice) and their service purposes.
Design/methodology/approach
Grounded in congruity theory and human-robot interaction literature, this study conducted a pretest and two experimental studies revealing the need to view robot design holistically and recognizing the pivotal role of congruity in shaping consumers’ service robot adoption. The moderating role of service purposes (utilitarian vs hedonic) was also investigated in terms of robot design and consumer reactions.
Findings
Consumers generally tend to favor robots with congruent designs, particularly for utilitarian service purposes. The serial mediation through perceived congruence and perceived intelligence explains such a favorite tendency.
Practical implications
This study advances service robot design research by highlighting the critical role of congruity in enhancing consumer engagement. It supports the use of comprehensive, congruent designs for services with utilitarian purposes and recommends adaptable designs for hedonic settings.
Originality/value
This study addressed the research gap by examining service robot design from a holistic perspective. The research findings highlight the importance of congruency effects in service robot design and deployment and provide valuable insights and guidelines to industry practitioners for optimal investment in service robots.
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The management concept of service science (SS), and its origins in the business sector through evolving customer service expectations are explored in this chapter. It proposes the…
Abstract
The management concept of service science (SS), and its origins in the business sector through evolving customer service expectations are explored in this chapter. It proposes the concept’s utility—indeed its emerging necessity—as an administrative requisite to meet library users’ needs. The chapter is a conceptual one addressing SS and service design (SD) approaches to building customer service systems for libraries, the why and how of implementation in libraries regardless of the community served—that is to say, the why and how of implementation in libraries regardless of the community served. The changing outlook of customers and managers regarding commercial service expectations is not disputed in the business and management literature. Extreme customer service has become a norm. However, these service expectations can and have carried over into the public and nonprofit sectors. This chapter proposes that libraries become aware of changing service norms and utilize SD methods to meet users’ needs. Quite simply, libraries that do not investigate SD methods and implement community-specific design strategies, may begin to suffer patron dissatisfaction and even lose patronage. Alternatively, libraries which do adopt SD methods, may see increases in user satisfaction and patronage. SS and design are relatively novel subdisciplines of management studies. This, however, does not belie their importance. A broad introduction of the topics for library administration and planning considerations is warranted and necessary.
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The aim of this chapter is to help library administrators understand the concept of Service Design, and to maintain that any consideration of the future of library spaces should…
Abstract
Purpose
The aim of this chapter is to help library administrators understand the concept of Service Design, and to maintain that any consideration of the future of library spaces should begin with a service design focused approach.
Approach
The chapter is a combination of general review, literature review, case study, and conceptual paper. It focuses on describing the basics of the concept, highlighting essential resources for further understanding, highlighting service design specifically applied in libraries, and providing one case study of an academic library undergoing a master planning project utilizing the lens of Service Design. The chapter will conclude by emphasizing the importance of attaining an appropriate understanding and buy-in for the Service Design process by library administrators and staff in order for its effective implementation.
Practical implications
Practical implications to employing Service Design to library spaces are endless, and span that gamut from making smart decisions based on user input and evidence, to creating spaces and services that are relevant to library users. Employing a Service Design approach to library building projects helps administrators position themselves to advocate for needed technology and funding in the highly competitive resource arena. The ideas gleaned from this chapter can be applied in any library: academic, public, special, or school. The results will be different, because every library has a unique group of users, but the processes employed are the same.
Originality/value
Library literature related to Service Design is slim but slowly emerging. This chapter fills a gap in literature geared specifically to administrators as well as building design and redesign projects.
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Ane Bast, Marit Engen and Maria Røhnebæk
This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users.
Abstract
Purpose
This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users.
Design/methodology/approach
This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations.
Findings
The analysis identifies FLEs as mediators in six different roles. These roles highlight how FLEs perform as mediators, acting in between and for vulnerable users and thus supporting their well-being. Specifically, the roles explicate the mediating role of FLEs in the design and planning of transformative changes and in daily work practices.
Practical implications
The different mediating roles of FLEs presented here should inform care providers and managers of how employees can become assets for supporting vulnerable users’ well-being during the design and planning stages of transformative change and through daily service work.
Originality/value
This paper offers novel insights into the multifaceted roles of FLEs in transformative services. The findings add to the current debate on mediation in transformative services and contribute to the literature by extending and refining the established conceptual and empirical understandings of the role of transformative service mediators in consumers’ well-being.
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