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An Experience-based Collaborative Service System Model

Author

Listed:
  • Arzoo Atiq

    (University of Auckland, Auckland 1010, New Zealand)

  • Lesley Gardner

    (University of Auckland, Auckland 1010, New Zealand)

  • Ananth Srinivasan

    (University of Auckland, Auckland 1010, New Zealand)

Abstract

Our aim in this paper is to develop a specialized model of service engagement in the design of services. We build on some widely accepted constructions of service science that have appeared in the literature to produce a model that is relevant and useful in our context: technology-enabled services. We do this by conducting a field study in the telecommunications industry in a developing economy. We believe that this context is important to study due to the rapidly increasing rate of design and delivery of such services in emerging economies. By integrating existing frameworks and incorporating the results from our own findings, we present an experience-based service system model that explicitly includes consumer participation in the service design process. The main outcome of our data analysis is the characterization of the multidimensional nature of services based on three different ontological frameworks from the literature. Our model of service engagement does not devalue any of the earlier models; however, it provides a holistic understanding of services research especially around interactions and technology-enabled service design. Our model has the potential to advance service science research in an integrated and applied manner.

Suggested Citation

  • Arzoo Atiq & Lesley Gardner & Ananth Srinivasan, 2017. "An Experience-based Collaborative Service System Model," Service Science, INFORMS, vol. 9(1), pages 14-35, March.
    • Handle: RePEc:inm:orserv:v:9:y:2017:i:1:p:14-35
    DOI: 10.1287/serv.2016.0162
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    References listed on IDEAS

    as
    1. Bolton, Ruth & Saxena-Iyer, Shruti, 2009. "Interactive Services: A Framework, Synthesis and Research Directions," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 91-104.
    2. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    3. Papazoglou, M. & van den Heuvel, W.J.A.M., 2006. "Service-oriented design and development methodology," Other publications TiSEM 8691e694-f269-4e17-b08c-e, Tilburg University, School of Economics and Management.
    Full references (including those not matched with items on IDEAS)

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