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Multi-factor service design: identification and consideration of multiple factors of the service in its design process

Author

Listed:
  • Chiehyeon Lim

    (Ulsan National Institute of Science and Technology)

  • Ki-Hun Kim

    (Pohang University of Science and Technology)

  • Min-Jun Kim

    (Samsung Electronics)

  • Kwang-Jae Kim

    (Pohang University of Science and Technology)

Abstract

Service design is a multidisciplinary area that helps innovate services by bringing new ideas to customers through a design-thinking approach. Services are affected by multiple factors, which should be considered in designing services. In this paper, we propose the multi-factor service design (MFSD) method, which helps consider the multi-factor nature of service in the service design process. The MFSD method has been developed through and used in five service design studies with industry and government. The method addresses the multi-factor nature of service for systematic service design by providing the following guidelines: (1) identify key factors that affect the customer value creation of the service in question (in short, value creation factors), (2) define the design space of the service based on the value creation factors, and (3) design services and represent them based on the factors. We provide real stories and examples from the five service design studies to illustrate the MFSD method and demonstrate its utility. This study will contribute to the design of modern complex services that are affected by varied factors.

Suggested Citation

  • Chiehyeon Lim & Ki-Hun Kim & Min-Jun Kim & Kwang-Jae Kim, 2019. "Multi-factor service design: identification and consideration of multiple factors of the service in its design process," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 51-74, March.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:1:d:10.1007_s11628-018-0363-z
    DOI: 10.1007/s11628-018-0363-z
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    References listed on IDEAS

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    1. Min-Jun Kim & Chie-Hyeon Lim & Chang-Ho Lee & Kwang-Jae Kim & Yongsung Park & Seunghwan Choi, 2018. "Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 203-227, March.
    2. Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
    3. DonHee Lee, 2017. "HEALTHQUAL: a multi-item scale for assessing healthcare service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 491-516, September.
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    Cited by:

    1. Xiaomin Zhou & Chaemoon Yoo & Xiyan Sun & Yingjie Lai & Younghwan Pan, 2022. "Pilot Study on User Service Guarantee Elements for Electric Minivans," Sustainability, MDPI, vol. 14(22), pages 1-20, November.
    2. Rafael Teixeira & Renato Przyczynski & Jeff Shockley, 2022. "B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 645-679, September.

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