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Business Model Enriched With User Experience, as a Systemic Tool in Service Design

Author

Listed:
  • Jadranka Musulin

    (Faculty of Organization and Informatics, University of Zagreb, Croatia and VERN University, Croatia)

  • Vjeran Strahonja

    (Faculty of Organization and Informatics, University of Zagreb, Croatia)

Abstract

Service design and business model design are considered in the literature as separate approaches to value creation for the customer. User experience, as a concept that represents a holistic emotional and meaningful result of the interaction with information technologies, is nowadays an important ingredient of the customer value. This paper aims to theoretically set the ground for using the business model concept as a systemic tool in service design that will support the design for user experience. Against this background, we ask: Can the business model concept successfully represent a system that is required for the value proposition-based service exchange? We investigate this question based on service-dominant logic and accompanying service science, and semantically compare elements of the service system, service ecosystem, and ten service science basic concepts. The analysis shows that the business model canvas, the chosen model for business model representation, satisfies the systemic perspective and can serve as a system platform for integrating with service design.

Suggested Citation

  • Jadranka Musulin & Vjeran Strahonja, 2021. "Business Model Enriched With User Experience, as a Systemic Tool in Service Design," Croatian Economic Survey, The Institute of Economics, Zagreb, vol. 23(2), pages 67-103, December.
    • Handle: RePEc:iez:survey:ces-v23_2-2021_musulin-strahonja
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    References listed on IDEAS

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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    business model; service design; user experience; service science; service-dominant logic;
    All these keywords.

    JEL classification:

    • L21 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Business Objectives of the Firm
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics

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