Service Science Litterature
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Service Science Litterature
State of the art article about service science: #servicedesign #ux #ui #usability
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Visual service scape aesthetics and consumer response: a holistic model | Journal of Services Marketing | Vol 31, No 6

This paper aims to introduce subjective dimensions of appraising visual servicescape aesthetics and to empirically test their influence on the consumer’s affective responses and preference, thus providing a holistic model to evaluate visual servicescape aesthetics from consumer’s viewpoint. It also tests the moderating role of service contexts in the modelled relationships.
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Tourisme & transport. Deux siècles d'interactions

Tourisme & transport. Deux siècles d'interactions | Service Science Litterature | Scoop.it
Depuis sa naissance, au XVIIIe siècle, le tourisme entretient des liens étroits avec les transports dans une relation de dépendance [...]
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Video: What differentiates services from products?!

Video: What differentiates services from products?! | Service Science Litterature | Scoop.it
Have you ever asked yourself what differentiates services from products?! The following video by Sabine Benoit (née Moeller) answers this classical question in
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Christian Grönroos ' I did it my way

The Journal of Historical Research in Marketing has published an article about the career of Christian Grönroos as student, teacher and scholar. 

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Rethinking value proposition tools for living labs | Journal of Service Theory and Practice | Vol 27, No 5

The purpose of this paper is to provide a conceptual analysis on value proposition tools to be used in future empirical research and in building managerial insight. The conceptual analysis focusses on a living lab framework and recent theoretical developments around the concept of value that are reflected in the context of three managerial tools for creating value propositions.
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Customer experience design: a case study in the cultural sector

The purpose of this paper is to explore the experience design phenomenon in the cultural sector. Specifically, it purports to articulate a set of design characteristics that support the alignment between an organisation’s design intention (i.e. intended experience) and the actual experience of customers (i.e. realised experience).
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Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

Although new service development (NSD) studies have contributed to developing systematic approaches to service innovation, their product-oriented and provider-centric perspectives are limited in embracing a value cocreation concept. We investigate how Service Design, as a human-centered and creative approach to service innovation, can reframe NSD processes to implement value cocreation.  

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Population Aging: Challenges and Opportunities for the Tourism Industry - Springer

Population Aging: Challenges and Opportunities for the Tourism Industry - Springer | Service Science Litterature | Scoop.it
In the coming years, people aged 60 years and over will account for 22% of the world population. This trend already has profound implications for many facets of human life, including social and economic activities. Within this framework, the World Health Organization coined the expression “active aging” to define the process of optimizing opportunities for health, participation and security to improve quality of life as people age. According to this perspective, tourism activities represent a major means through which older people can increase their participation in society and enhance their quality of life. After depicting the global demographic trends and the challenges of population aging, the first part of the chapter describes the active aging approach. The second part provides an overview of older individuals as presented in marketing literature and practice. Finally, the potentialities of population aging for the tourism industry are discussed and future trends are presented.
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User Experience in Service Design: A Case Study from Algeria

The design of crisis management services is crucial for emerging countries such as Algeria. It must take into account the experiences of diverse stakeholders. The authors investigate user experience (UX) practices from a service design perspective and describe a case study from Algeria exploring UX-driven service design for crisis management.
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Public Organizations and Business Model Innovation: The Role of Public Service Design

Public Organizations and Business Model Innovation: The Role of Public Service Design | Service Science Litterature | Scoop.it
Public Organizations and Business Model Innovation: The Role of Public Service Design: 10.4018/978-1-5225-2215-7.ch003: Improvement of public services and raising the citizens' quality of life is one of the biggest concerns of public sector. Changing the way public
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Service design as the service and social innovation for Shanghai urban mobility: An experimental project of Smart Mobility

Fast urbanization brings many challenges to the everyday life in Shanghai. There is a need of design for public service to improve the quality of urban lif
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Serviceology for Designing the Future

Serviceology for Designing the Future | Service Science Litterature | Scoop.it
This book provides a useful overall guide to the state of the art in theory and practice of services. It can also serve as a reference book for researchers in various fields, including engineering, marketing, economics, and other disciplines. Advanced works presented here were selected from the proceedings of the Second International Conference on Serviceology (ICServ2014), held September 14–16, 2014. This book helps readers to understand serviceology, which tackles with a broad range of services, the globalization of the economy and also enhances the quality of life of local residents.
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Service Design in Digitization of Governmental Service

Service Design in Digitization of Governmental Service | Service Science Litterature | Scoop.it
Digitization of governmental systems and services do still not seize the opportunities that e-governance offer. The transformation is often fragmented and the digital services seldom integrate the government horizontally and vertically
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Giving back the “self” in self service: customer preferences in self-service failure recovery | Journal of Services Marketing | Vol 31, No 6

When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service failure and how the presence of other customers can change that role. Specifically, they examine how the self-monitoring of customers behavior during a failure can change recovery preferences.
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Design as Meaning and Form Making: An Introduction

Design as Meaning and Form Making: An Introduction | Service Science Litterature | Scoop.it
This chapter presents the scope and ambition of the research: to produce a model of design that accounts for the practices of designers, artists, and researchers in engineering. The goal is to reveal
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Tourists’ Emotions as a Resource for Customer Value Creation, Cocreation, and Destruction: A Customer-Grounded Understanding

Research on customer value creation in a tourism setting has tended to prioritize the firm’s over the customer’s perspective. However, new understandings of customer value through the lens of customer-dominant logic emphasize the need to consider value as emerging within the broader context of a customer’s lifeworld, which transcends customer–firm interactions and includes interactions with others.
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Your GUI Testing Checklist - UX Motel

Your GUI Testing Checklist - UX Motel | Service Science Litterature | Scoop.it
Enter Now and Check Out Your GUI Testing Checklist and Ensure You Drastically Improve Your Usability and Bring About the Best Results fo
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The enhanced loyalty drivers of customers acquired through referral reward programs | Journal of Service Management | Vol 28, No 4

The purpose of this paper is to extend prior research on referral reward programs (RRPs) by examining if and how the mode of customer acquisition (RRP-acquired customers vs non-RRP-acquired new customers) moderates the relationships between customer satisfaction and attitudinal loyalty, perceived switching costs and attitudinal loyalty, and attitudinal loyalty and behavioral loyalty (i.e. recommendations, cross-buying, and total spend).
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Sharing intangibles: Uncovering individual motives for engagement in a sharing service setting

This study shows the relevance of intangibility for sharing services and empirically examines consumers' motives, perceptions, and experiences in the context of a new insurance model.
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Strategic and Operational Marketing Tools for Older Tourists

Strategic and Operational Marketing Tools for Older Tourists | Service Science Litterature | Scoop.it
Building on the literature review and the case studies previously discussed, this chapter identifies some key strategic elements suppliers should consider before addressing the older tourist market, such as terminology issues, segmentation approaches, positioning, service design and customer care. In addition, it proposes some operational directions for implementation of the marketing mix. For example, companies need to clearly define their product offerings according to the level of specialization and accessibility, and to go beyond mere discount policies for older tourists and pursue a differential pricing strategy. Further, companies should boost the potentialities of the Internet, both as a distribution channel and as a communication or interaction platform for older tourists. This chapter provides a practical toolbox, as well as hints for future research, which can benefit both researchers and professionals or practitioners.
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Using Ethological Approaches to Understand Skiers’ Behavior in Cable Cars Queues in Order to Improve Overall Satisfaction: An Empirical Study Conducted in the Swiss Alps

Using Ethological Approaches to Understand Skiers’ Behavior in Cable Cars Queues in Order to Improve Overall Satisfaction: An Empirical Study Conducted in the Swiss Alps | Service Science Litterature | Scoop.it
In a service quality perspective, the animal behavior of humans (e.g. human ethology) in queues has, to our knowledge, never been observed. This paper provides an empirical exploratory enquiry with th
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Service Design Blueprint Approach Incorporating TRIZ and Service QFD for a Meal Ordering System: A Case Study

Service Design Blueprint Approach Incorporating TRIZ and Service QFD for a Meal Ordering System: A Case Study | Service Science Litterature | Scoop.it
This study applied the cloud-based production service concept to form a scalable and interoperable ordering model for self-service restaurants. We developed and demonstrated a structural and empirical service design using an integration of TRIZ (Theory of Inventive Problem Solving), service QFD (Quality Function Deployment), and service blueprint approaches. Problem-formulator was carried out to generate customer requirements in the problem definition phase. The combination of service QFD and TRIZ contradiction analysis were applied to derive service solutions. In the solution evaluation stage, cloud-based self-service ordering system was proposed and a blueprint of the new meal service is then presented. The proposed new service can enhance the flexibility of meal-production by immediately responding to ordering requests and enable a tight partnership between case company and staff canteen operators with minimal management effort. The contribution of this structural and empirical service design methodology can improve performance and competitiveness of service innovation. In general, the proposed cloud intelligent solutions, with an interactive menu and a cloud-based interoperable meal order system can be applied to other canteen meal services and even other businesses providing meal services.
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The MINDS Method

This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary method—the Management and INteraction Design for Service (MINDS).

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Making sense of Data through Service Design : opportunities and reflections

This chapter addresses the opportunities for service designers to act as an agent between data holders and end-user communities, offering and facilitating translation and customisation solutions from data, and to consider how exposure to big data might Influence and instigate behavioural and attitudinal change within individuals and service users. The authors will focus on the challenges faced by Service Designers as they move into a space that is highly abductive and quantifiable whilst aiming to maintain and implement a critical human centredness perspective.
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Universal design as a conceptual framework for describing usability of products and environments: an applied example using the kitchen environment

Universal design as a conceptual framework for describing usability of products and environments: an applied example using the kitchen environment | Service Science Litterature | Scoop.it
This study assessed the goals of universal design (UD) defined by Steinfeld and Maisel (2012), as a conceptual framework for classifying usability problems experienced in the home kitchen environment by diverse user populations.
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