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This study aims to construct an integrated social entrepreneur system in the rural area of Hengshan, Taiwan, that could benefit four stakeholders, namely, tourists, business, community and government. Two social entrepreneur cases demonstrate a mutually beneficial situation of lowering the structural unemployment rate, returning young human capital to villages and innovating rural tourism through the activism of service science.

Qualitative approach was applied to data obtained from 12 research projects spanning three years. Service experience engineering (SEE) methods were used to conduct a service design for social entrepreneurs in an integrated service system. The service system aimed to innovate rural tourism through the activism of service science.

SEE methods explain a series of service design processes that helped our research team start up two social entrepreneur projects as service prototypes to offer service innovation based on cultural creativity to innovate rural tourism. These two social entrepreneurs in rural tourism offer job opportunities to young people and senior citizens alike. In addition, an integrated service system of interdisciplinary knowledge, multi-stakeholders and local resources fulfills various requirements of stakeholders to promote sustainable rural tourism.

Real action studies are limited in the research on social entrepreneurs. This case study provides research insights into service science and calls for action in practice to change the future of a local village. The results provide the philosophy and knowledge of service science that social entrepreneurs of rural tourism can use in the village. Designing service innovation for rural tourism has shaped its vision toward a sustainable tourism system.

Few studies have shown that social entrepreneurs could innovate rural tourism. The present study presents an action case through the activism of service science.

Introduction The design and construction of a major building project by consultants and contractors requires the input of many detailed technical skills. At the time of handover of a completed project, the client must be able to provide or procure a continuing input of all the skills needed to manage and maintain the building and its engineering and other technical facilities.

This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go about designing and improving their customer experiences.

A total of four organisations were chosen for this exploratory study; one business‐to‐business company, one business‐to‐consumer company, one utility, and one public sector organisation. This longitudinal study over a period of four years collected data from participant observation, discussions, internal reports and from secondary data.

Despite the differences between the four organisations they appear to have taken, independently, the same approach to bring about improvements to their customer experiences. This paper proposes a ten‐stage “road‐map” to improvement which develops the existing models.

Main limitations were that the in‐depth, longitudinal study covered just four organisations and from a mix of sectors. Additional work is needed to further test the findings in more organisations.

This study identifies the critical importance of mindset change in the design of customer experience improvement programmes and the ways in which customers can be directly engaged in the design and improvement process. Importantly, it provides a road‐map that organisations can use as a base for improving their customer experiences. It also suggests that it is useful to have clear objectives in three areas: customer; staff; and cost‐efficiency; and use them to assess the benefits of improving the customer experience.

The study organises the current literature on the customer experience, distinguishes between “service” and “experience”, and provides a research‐based road‐map for improving the customer experience.

The purpose of this paper is to provide a new approach involving guidelines and supporting techniques that guarantees all needed space for appropriate product maintenance.

The approach is based on two major areas: field survey to understand how maintainability parameter is applied and converge theory and practice into a systematic space claim method using computer-aided design (CAD) systems to assure proper maintenance procedures at design stages.

Case studies from a truck industry conducted following the proposed approach contrast the savings that can be achieved by using a proper space claim for aftermarket needs against an unsuitable level of participation by maintenance personnel during the design development.

This approach is highly dependent on maintenance experts with suitable skills on CAD systems.

Products developed according to the approach envisaged can result in following aspects: lower repair time, better maintenance procedures on key components, easier preventive maintenance, less need for special tools, more ergonomic design, better communication between design and service engineers, simplicity and less complex training.

Further research on maintainability will provide new information on how to apply this parameter on product development process (PDP), so design teams can better understand and address this relevant issue. The proposed method has been introduced in the PDP of a major multinational automotive company.

A new process is presented, considering the protection of needed spaces for maintenance procedures throughout the PDP, diverging to other studies that only propose analysis addressing maintainability at singular point in time during the product development. In just one case study presented, savings of US$1.3m were achieved by applying this space claim approach.

This research paper expects to discover the causal relationships between hedonic value and certain factors by using the concept of system dynamics, which is a process-oriented method that can deal with a large number of variables and a higher-order non-linear system. Thus, this research paper’s purposes are to explore the degree of customer delight on re-patronizing intention, investigate the importance of word-of-mouth (WOM) on re-patronizing intention of new customers and discover the gap between service recovery and customer expectation.

This research aims to propose a holistic framework to investigate the factors influencing patronizing and re-patronizing intention by utilizing system dynamics. System dynamics uses simulation to investigate the complex economic system in the society; furthermore, it deals with the decision-making problem. The features of system dynamics include non-linearity, information feedback, time delay and dynamic complexity.

The result showed that customer hedonic value is a major influence. The authors discovered that customer delight, WOM, service recovery and re-patronizing intention are interrelated. The analysis shows hedonic value indirectly influenced customer delight during service experiential process. The result also indicated that a high hedonic value influenced WOM efficiently.

This research aims to understand customer hedonic experience and the important factors that influence service experience. The authors used the concept of system dynamics to analyze the proposed model. A causal loop diagram was used to present the relationships among variables. The results reveal that hedonic value is the most critical factor that influences all the other factors. Customers who experience more hedonic value will accelerate the speed of delivery and amount of WOM. The service experience processes of customer delight, WOM and service recovery will affect the customers’ hedonic value and ultimately affect customers’ re-patronizing intention.

In order to respond to the industrial trend towards service design and delivery, research must address a vast area partially related to value creation, marketing and network theories. However, compared to the space to be explored, there is little insight available. Thus, the purpose of this paper, as a first step, is to propose a way to frame such research.

An extensive literature review is performed of over 100 articles on product/service system (PSS) in general, service design, innovation, and business models in a broad view. Then, the analysis from the authors' viewpoint is carried out to give a frame.

The paper presents three crucial dimensions for service‐orientation research, i.e. an offer dimension representing products and services, a provider dimension, and a customer/user dimension. In addition, three research targets are proposed: PSS‐offer modelling, PSS development and PSS potential. Furthermore, several promising future research directions are identified. These include evaluating economic consequences or environmental benefits, establishing terminology, organizational issues, and developing methods and tools to support designers.

The paper presents a way of viewing research for service orientation, which contributes especially to further research in this area.

Challenges the assumption implicit in much of the literature on women managers that their failure to progress can be explained solely in terms of the individual behaviour of women and their employers. Examines the characteristics of organizations in which women make their careers which are potent factors impeding female advancement. Draws attention to the effects of radical organizational change, and explores some of the consequences of this change for women managers through the in‐depth analysis of a “typical” case. Explores the complex process by which restructuring and managerial policy and practice eventually combined to undermine the organization’s stated intent to expand significantly the number of women in management. Suggests that in‐depth analysis over time is required to understand the complex processes of change and its often unanticipated consequences for management careers.

The purpose of this paper is to determine whether the altitude at which construction equipment operates affects or contributes to increased engine wear.

The study includes the evaluation of two John Deere PowerTech Plus 6,068 Tier 3 diesel engines, the utilization of OSA3 oil analysis laboratory equipment to analyze oil samples, the employment of standard sampling scope and methods, and the analysis of key Engine Control Unit (ECU) data points (machine utilization, Diagnostic Trouble Codes (DTCs) and engine sensor data).

At 250 h of engine oil use, the engine operating at 3,657 meters above sea level (MASL) had considerably more wear than the engine operating at 416 MASL. The leading and earliest indicator of engine wear was a high level of iron particles in the engine oil, reaching abnormal levels at 218 h. The following engine oil contaminants were more prevalent in the engine operating at the higher altitude: potassium, glycol, water and soot. Furthermore, the engine operating at higher altitude also presented abnormal and critical levels of oil viscosity, Total Base Number and oxidation. When comparing the oil sample analysis with the engine ECU data, it was determined that engine idling is a contributor for soot accumulation in the engine operating at the higher altitude. The most prevalent DTCs were water in fuel, extreme low coolant levels and extreme high exhaust manifold temperature. The ECU operating data demonstrated that the higher altitude environment caused the engine to miss-fire and rail pressure was irregular.

Many of the mining operations and construction projects are accomplished at mid to high altitudes. This research provides a comparison of how construction equipment engines are affected by this type of environment (i.e. higher altitudes, cooler temperatures and lower atmospheric pressure). Consequently, service engineers can implement maintenance strategies to minimize internal engine wear for equipment operating at higher altitudes.

The main contribution of this paper will help construction equipment end-users, maintenance engineers and manufacturers to implement mitigation strategies to improve engine durability for countries with operating conditions similar to those described in this research.

Customer satisfaction formation represents a dynamic phenomenon, especially in extended service encounters. A single service encounter may have an extended duration and feature several service interactions, which the customer can evaluate independently. This paper aims to offer a dynamic perspective on satisfaction formation, which indicates that what matters is not only the interactions a customer confronts but also when these interactions occur.

Research from social psychology provides a foundation for hypothesizing different effects of positive and negative critical incidents. Negative critical incidents likely are more important for overall satisfaction if they occur at the end of a service encounter. Positive critical incidents should have stronger effects at the beginning. In a 2×2 experimental design, participants considered a five‐day holiday hotel experience.

The data support the predicted dominance of a recency effect for negative critical incidents, such that a negative critical incident has a greater negative impact on customers' overall satisfaction when it occurs at the end of a service encounter instead of at the beginning. For positive critical incidents, no significant differences arose between primacy and recency effects.

The results highlight the importance of process designs of service experiences. Managers should pay particular attention to avoiding service failures at the end of a service encounter.

Unlike research that only assesses satisfaction formation for service encounters from a non‐dynamic perspective, this study posits the importance of the order of interactions within a service encounter.

Knowledge reuse using electronic repositories, while increasingly important, requires more thorough analysis. Service modularity has been recently applied in services research but has not been integrated into knowledge reuse studies. The purpose of this paper is to draw on both service modularity and knowledge reuse to develop and validate a framework that categorises forms of packaged knowledge in an electronic repository.

Drawing on knowledge reuse and service modularity research, a model is proposed. The model is empirically tested using a case study research design.

This research highlighted the value of including both context and process as key dimensions when packaging service knowledge for reuse. This study identifies knowledge types present in modular solutions and how they were configured and reconfigured in the knowledge repository. This research identified five ways modularised services were leveraged. In addition to the traditional scale and stretch approaches, already present, but conflated, in the service literature, three other configurations were identified; shrink, separate and segment.

The findings are based on a single empirical case study which may limit the generalisability of the findings. There is a need for additional research to further validate the model in additional contexts.

This study provides managers with empirical examples of how a modular repository was used in practice and outlines five ways of recombining contextual and processual elements to enable service codification and reuse. It has implications for how knowledge is decomposed and recombined in repositories, suggesting an explicit separation of context and process knowledge while developing modular elements within both.

To the best of the author’s knowledge, this is the first study that explicitly uses context and process as dimensions and draws on service modularity to understand types of knowledge reuse in electronic repositories. In doing so, it adds value by developing and validating a model that identifies five types of reuse.