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Article
Publication date: 1 March 1993

B. Hollins

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…

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.

Details

Managing Service Quality: An International Journal, vol. 3 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 February 1990

Evert Gummesson

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…

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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.

Details

The TQM Magazine, vol. 2 no. 2
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 1 April 1993

Keith Alexander

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.

Details

Facilities, vol. 11 no. 4
Type: Research Article
ISSN: 0263-2772

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Article
Publication date: 15 May 2017

Brian Leavy

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.

Details

Strategy & Leadership, vol. 45 no. 3
Type: Research Article
ISSN: 1087-8572

Keywords

Article
Publication date: 1 March 1995

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…

1857

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.

Details

International Journal of Service Industry Management, vol. 6 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 28 February 2024

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.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 6 February 2024

Jagdish N. Sheth, Varsha Jain and Anupama Ambika

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few…

Abstract

Purpose

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

Design/methodology/approach

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

Findings

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

Research limitations/implications

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

Practical implications

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

Originality/value

This research is the original work developed through the key insights from the interview with senior industry professionals.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 24 November 2023

Muhammad Junaid, Muhammad Faisal Rasheed, Kiane Goudarzi and Asma Tariq

This research aims to conceptualize and validate the mall service design as a multidimensional construct and then test a conceptual framework by investigating the impact of mall…

Abstract

Purpose

This research aims to conceptualize and validate the mall service design as a multidimensional construct and then test a conceptual framework by investigating the impact of mall service design on customer mall experience and its subsequent outcomes, that is, intention to revisit and desire to stay in mega shopping malls.

Design/methodology/approach

The survey data of 455 shopping visitors in Pakistan were collected using a mall intercept technique and tested through structural equation modeling in AMOS.

Findings

The study reveals that service design significantly impacts customer experience and subsequent outcomes. Customer mall experience mediates the relationships between mall service design and the intention to revisit and desire to stay at malls.

Research limitations/implications

Data from a collectivist culture country (Pakistan) were collected. To explore the impact of service design on customer mall experience, researchers should conduct similar studies in individualistic societies like Europe and North America. Additionally, the authors recommend assessing the effect of each dimension of service design on customer experience separately.

Practical implications

The research provides policy guidelines for the owners and operators of mega shopping malls in developing experience-oriented retailing strategies based on service design.

Originality/value

The research conceptualizes and validates the mall service design as a multidimensional construct using the service theater model and empirically tests its relationship with the customer mall experience.

Details

International Journal of Retail & Distribution Management, vol. 52 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

Book part
Publication date: 24 July 2014

Mark E. de Jong

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.

Details

Advances in Librarianship
Type: Book
ISBN: 978-1-78350-469-5

Keywords

Book part
Publication date: 15 December 2016

Kris Johnson

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.

Details

The Future of Library Space
Type: Book
ISBN: 978-1-78635-270-5

Keywords

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