Advancing service design research with design science research

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

Authors

Jorge Teixeira (Author) FEUP; Lia Patrício (Author) FEUP; Tuure Tuunanen (Author) Other

Journal

Title: Journal of Service Management

Vol. 30 No. 5

Pages: 577-592

ISSN: 1757-5818

Publisher: Emerald

Indexing

ISI Web of Knowledge - 3 Citations

Scopus - 12 Citations

Other information

Authenticus ID: P-00R-CJK

DOI: 10.1108/josm-05-2019-0131

Abstract (EN): Purpose Service design is a multidisciplinary approach that is key to service innovation, as it brings new service ideas to life. In this context, the development of new service design methods and models for creating new service futures is an important stream of service design research. Such developments can benefit from a systematized research methodology that builds on existing knowledge and robustly evaluates the suitability of research contributions. To address this challenge, the purpose of this paper is to present design science research (DSR), an established methodology from the information systems field, and examine how it can be useful for service design research by supporting the development of new artifacts, such as service design constructs, methods and models. Design/methodology/approach This paper presents DSR and related literature and shows how DSR can support service design research through a step-by-step approach. A methodology to develop prescriptive-driven solutions for classes of problems, DSR can support service design research in developing rigorous and relevant research. One illustrative example of a service design research effort using the DSR approach is presented. Findings Building on DSR's robust methodological background, this paper discusses how DSR can support service design research, namely, through the development of new methods and models, and how DSR can be adapted to leverage service design research participatory, iterative, human-centric and creative approach. Originality/value This paper provides an overview of DSR and proposes it as a methodology to conduct service design research, offering step-by-step guidance on the application of DSR in service design research and discussing how it can be adapted according to the specific characteristics of service design research and drive future research.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 16