Service Science and Practice (original) (raw)
Related papers
The Service Relationship: Literature Review
International Journal of Scientific Research and Management
This article is a literature review on service relationships dealing with two important theoretical approaches in which service relationships are classified: the Perspective Approach and the Interactionist Approach. Then, a service relationship conceptualization is based on the study of several definitions. This literary review also presents service models highlighting the service production process, called “servuction” in the marketing literature (actors and visible and hidden parts of service production). These models also reveal relationships that are concomitant to the service relationship and which condition its success. These relationships are marked by structural tensions. We, equally, present marketing works realized by specialist authors on service relationships which deal with co-production aspects, the shortcomings and the possibilities of improving service relationships. Keywords: service relationship, prescriptive approach, interactionist approach, concomitant relations...
Ng, I.C.L., Maull, R.M. and Smith, L. (2011), Embedding the new Discipline of Service Science
This chapter presents a conceptual discourse for embedding the new discipline of service science. It argues for service science to be free of paradigmatic research influences of existing disciplines, proposing service science as an integrative discipline of engineering, technological and, social sciences for the purpose of value cocreation with customers. The chapter argues that thinking of a service organisation from a systems perspective will complement the traditional reductionist position and that together they will provide a sound foundation for the discipline of service science. The chapter then goes on to put forward a research agenda for service science, considering five salient issues for knowledge production. The argument for service science knowledge production is located alongside disciplinary knowledge of service, in so doing, suggesting that service science is not a logical development within any discipline and that the time is right for it to emerge into a discipline of its own.
Service Design-a conceptualization of an emerging practice
2011
Service design is an emerging design practice with an interdisciplinary heritage. Most previous research has been based on what service designers do; with the increased academic interest in service design over the past decade, the time has come to conceptualize the underlying discourses. The main purpose of this thesis is to contribute knowledge to the emerging service design discourse through conceptual comparisons of key concepts in the design and service management literatures.
The service concept: the missing link in service design research?
Journal of Operations …, 2002
The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization's strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here.
Springer eBooks, 2020
The approach to services has changed in the last decades: it has developed from viewing services in relation to their intrinsic differences in products to viewing services as processes of value co-creation. This chapter therefore introduces the evolution of this concept based on the early studies that introduced the idea that services could be designed to the latest approaches that frame services. It also includes a discussion of design action in relation to these at three logical levels. 2.1 Some Brief Historical Notes on the Idea of Service Design Before defining our approach to service design, it is important to chart the evolution of this discipline from its origin to the approach we are proposing. Services have existed since the earliest social aggregations of human beings, and they have always been designed-at least, in some way, in the form of organised labour (Blomberg and Darrah 2014; Kim 2018). The term service design emerged when the relevance of services in economic activities became evident and the need to properly organise the activities in a service emerged. The origin of the term hails from marketing literature. Shostack (1982), for instance, highlights the presence of service and product components in almost all market entities and the need to appropriately design all the components of a service. For this reason, she proposed the term blueprinting to describe the activity of designing and codifying the sequence of actions that are included in a service performance. In the years that followed, service design was analysed from different disciplinary perspectives, unveiling specific relevant research areas in the field (Nisula 2012). Hollins and Hollins (1993), for instance, analyses services starting from an approach that focuses on the organisation of business operations and describes them as processes. In contrast, Mager (2008) focuses on the client perspective and on the interface between clients and service providers on the basis of which service solutions are to be visualised, formulated or orchestrated. Clatworthy (2010) proposes a similar perspective, which focuses on services as experiences that happen over time and that need to be organised through a sequence of interactions between service providers
A Definition of Service as Base for Developing Service Science
2011 International Joint Conference on Service Sciences, 2011
Service industries today comprise more than 75% of the U.S. economy and the great majority of the gross domestic product of virtually all developed nations. It is therefore important to conduct a systematic analysis on service and develop service science for further studies and researches. Service has been classified as acts, deeds or performance in contrast to tangible goods and products. Current researchers are more focused on business-oriented or commercial service. Nevertheless, there are other types of service activities within the public sector and voluntary sector as well. Those service activities not only provide an excellent outlet for a variety of society's labor and skills, but also serve other political, economic and social functions in our society. This paper therefore proposes a broader definition for service as a process by which the provider fulfills a mission for a client so that value is created for each of the two stakeholders. This definition encompasses all perceived service activities of interest, so that it can be utilized in studying and analyzing the characteristics of service and the service system in general.
Strategic Relationships: A Service Science Perspective
2017
Strategic relationships between entities shape the nature of collaboration and competition, as well as the competition for collaborators in markets customers, employees, suppliers, investors, and others (Spohrer, Kwan, & Fisk, 2014). Rethinking strategic relationships from a service science perspective is the focus of this chapter. The rise of the collaborative, sharing, or more accurately, platform-enabled person-to-person value co-creation economy has increased the dynamic nature of markets across diverse industries and regional jurisdictions. Within the service science literature, “service” is defined as value co-creation interactions and outcomes between entities, all happening over time, space, and scale as part of the evolving ecology of nested, networked service system entities (Spohrer & Maglio, 2010). In this chapter, three types of service system entities are compared and contrasted from the perspective of strategic relationships: businesses, nations, and NFL sport teams.
Embedding the New Discipline of Service Science
Service Science: Research and Innovations in the Service Economy, 2011
This chapter presents a conceptual discourse for embedding the new discipline of service science. It argues for service science to be free of paradigmatic research influences of existing disciplines, proposing service science as an integrative discipline of engineering, technological and, social sciences for the purpose of value cocreation with customers. The chapter argues that thinking of a service organisation from a systems perspective will complement the traditional reductionist position and that together they will provide a sound foundation for the discipline of service science. The chapter then goes on to put forward a research agenda for service science, considering five salient issues for knowledge production. The argument for service science knowledge production is located alongside disciplinary knowledge of service, in so doing, suggesting that service science is not a logical development within any discipline and that the time is right for it to emerge into a discipline of its own.