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Integrating service and design : the influences of organizational and communication factors on relative product and service characteristics

Author

Listed:
  • Michael Antioco

    (IÉSEG School Of Management [Puteaux])

  • Rudy Moenaert
  • Richard Feinberg

    (Purdue University [West Lafayette])

  • Martin Wetzels

    (Maastricht University [Maastricht])

Abstract

The aim of this study is to identify the organizational and communication antecedents, and evaluate the consequences on relative product and service characteristics, of the use of service-sourced information by product designers during new product development. An empirical study of 121 product design managers demonstrates that a firm's market orientation is improved by a healthy working relationship between product designers and service employees. Such a relationship motivates designers to use service- sourced information disseminated to them, enhancing both product and service characteristics of the new offering. The authors discuss how communication channels and information content affect the information use of product designers. Product designers value written information most. Information use does not relate to the frequency of receiving verbal or electronic information. Information about product ergonomics positively influences product designers' perceptions of the information, whereas information on product aesthetics negatively influences their perceptions.

Suggested Citation

  • Michael Antioco & Rudy Moenaert & Richard Feinberg & Martin Wetzels, 2008. "Integrating service and design : the influences of organizational and communication factors on relative product and service characteristics," Post-Print hal-02312524, HAL.
    • Handle: RePEc:hal:journl:hal-02312524
    DOI: 10.1007/s11747-008-0097-x
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    Cited by:

    1. Park, Jungi & Lee, Jungwoo & Lee, Hyejung & Truex, Duane, 2012. "Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services," International Journal of Information Management, Elsevier, vol. 32(5), pages 459-468.
    2. Regina W.Y. Wang & Mu-Chien Chou, 2010. "The Comprehension Modes of Visual Elements: How People Know About the Contents by Product Packaging," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 1(1), pages 1-13, October.
    3. Max Finne & Saara Brax & Jan Holmström, 2013. "Reversed servitization paths: a case analysis of two manufacturers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 513-537, December.
    4. Giese, Joan L. & Malkewitz, Keven & Orth, Ulrich R. & Henderson, Pamela W., 2014. "Advancing the aesthetic middle principle: Trade-offs in design attractiveness and strength," Journal of Business Research, Elsevier, vol. 67(6), pages 1154-1161.

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