Leveraging service design as a multidisciplinary approach to service innovation

• Type: Article in International Scientific Journal
• Date: 2019

Authors

Maíra Prestes Joly (Author) Other; Jorge Teixeira (Author) FEUP; Lia Patrício (Author) FEUP; Daniela Sangiorgi (Author) Other

Journal

Title: Journal of Service Management

Vol. 30 No. 6

Pages: 681-715

ISSN: 1757-5818

Publisher: Emerald

Indexing

ISI Web of Knowledge - 7 Citations

Scopus - 18 Citations

Other information

Authenticus ID: P-00R-6JJ

DOI: 10.1108/josm-07-2017-0178

Abstract (EN): Purpose Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions. Design/methodology/approach The study involved a literature review in two stages, followed by a qualitative study based on selected focus groups. The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software. Results were validated and complemented by six multidisciplinary focus groups with service research centers in five countries. Findings Six core areas were identified and characterized as contributing to service design: service research, design, marketing, operations management, information systems and interaction design. Data analysis shows the various goals, objects, approaches and outcomes that multidisciplinary perspectives bring to service design, supporting them to enable service innovation. Practical implications - This paper supports service design teams to better communicate and collaborate by providing an in-depth understanding of the multiple contributions they can integrate to create the conditions for new service. Originality/value This paper identifies and examines the core areas that inform service design, their shared concerns, complementarities and how they contribute to foster new forms of value co-creation, building a common ground to advance this approach and leverage its impact on service innovation.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 35