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A framework for innovative service design

Author

Listed:
  • Furrer, Olivier
  • Sudharshan, Devanathan
  • Tsiotsou, Rodoula H.
  • Liu, Ben S.

Abstract

Drawing on research from design science, marketing and service science, our paper provides an integrated framework for evaluating and directing innovative service design. The main goal of our review is to highlight the strengths of existing frameworks and to suggest how they can be enhanced in combination with design science principles. Based on our review, we propose a new framework for the design of innovative services that integrates several key paradigmatic approaches and identifies fundamental open research questions. Our approach is unique as it combines three service disciplines, namely services marketing, service science, and design science, and provides a new framework that describes step by step the procedure that needs to be taken and the conditions that need to be met for developing innovative services. We believe that providing such a framework is a valuable addition to the literature.

Suggested Citation

  • Furrer, Olivier & Sudharshan, Devanathan & Tsiotsou, Rodoula H. & Liu, Ben S., 2016. "A framework for innovative service design," FSES Working Papers 476, Faculty of Economics and Social Sciences, University of Freiburg/Fribourg Switzerland.
    • Handle: RePEc:fri:fribow:fribow00476
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    File URL: http://doc.rero.ch/record/277595/files/WP_SES_476.pdf
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    References listed on IDEAS

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    Cited by:

    1. Nha Nguyen & Gaston LeBlanc, 2018. "The Combined Effects of Service Offering and Service Employees on the Perceived Corporate Reputation," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 4(2), pages 129-146, April.

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    More about this item

    Keywords

    Service design; Services innovation; Marketing science; Design science; Service–dominant logic; Customer co-creation; Customer co-production;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D

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