Linking service design to value creation and service research

• Published in: International journal of service industry management Vol. 27; no. 1; pp. 21 - 29
• Main Authors: Andreassen, Tor Wallin, Kristensson, Per, Lervik-Olsen, Line, Parasuraman, A, McColl-Kennedy, Janet R, Edvardsson, Bo, Colurcio, Maria
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Group Publishing Limited 21.03.2016
• Subjects: Business Administration; Customer experience; Customer satisfaction; Customer services; Design; Design thinking; Företagsekonomi; Management; Management science & operations; Organizational change; Quality of service; Service design; Service industries; Service innovation; Service management; Service research; Value creation; Service research; Customer experience; Service innovation; Design thinking; Service design
• ISSN: 1757-5818; 1757-5826; 1757-5826
• DOI: 10.1108/JOSM-04-2015-0123

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 surv...