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Linking service design to value creation and service research
Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.ORCID-id: 0000-0002-7006-9906
Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.;Norwegian Business Sch, Oslo, Norway..
Univ Miami, Sch Business, Coral Gables, FL 33124 USA..
Vise andre og tillknytning
2016 (engelsk)Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, nr 1, s. 21-29Artikkel i tidsskrift (Fagfellevurdert) Published
Resurstyp
Text
Abstract [en]

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.

sted, utgiver, år, opplag, sider
2016. Vol. 27, nr 1, s. 21-29
Emneord [en]
Service innovation, Service research, Customer experience, Service design, Design thinking
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-42059DOI: 10.1108/JOSM-04-2015-0123ISI: 000374164200003OAI: oai:DiVA.org:kau-42059DiVA, id: diva2:929675
Tilgjengelig fra: 2016-05-19 Laget: 2016-05-19 Sist oppdatert: 2019-07-12bibliografisk kontrollert

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