Service desing- links to learning materials.
References
Cattaneo, L. & Trezi, S. (Edited). (2019). Model, Methods and Tools for Product Service Design. The Manutelligence Project. Springer Open. (31.1.2022).
Source The Principles of Service Design Thinking - Building Better Services -. (31.1.2022).
Service design benefits, according to Moritz (2009, 57), are the following 12 paragraphs:
- True understanding.
- Higher value with the resources available.
- Changes organizational culture.
- New perspectives on future development.
- Higher effectiveness.
- Better efficiency.
- Connect organizations and clients.
- Higher quality service experiences as the basis of success.
- Differentiation against the competition.
- Brand affinity.
I recommend Nicola Morelli's article from the year 2002. It is a clear and informative presentation about service design. Especially become familiar with Figure 2 (page 9). There Morellis present the concept development process in product design and development.
And on the next page, there is Figure 3 which, represents the design process for the development of a support service for nomadic workers within the TeleCentria research project. As Morelli (2002, 10) writes, the schematic representation of the sequence emphasizes two dimensions: First, there is a problem space (behavioural space), and second is a design space (structure space). (Read more from the original text.)
In Figure 4 (Morelli 2002, 11), there is Ramaswamy's service design and management model, take a look at it. As Morelli (2002, 10) writes: "The design phase includes the design of products, facilities, service operation processes, and customer service processes, whereas the management phase includes design implementation, performance measurement, satisfaction assessment, and performance improvement. Ramaswamy thoroughly explores each of the eight phases outlined, using management criteria to select and measure quantitative and qualitative requirements of the service and to selectdesign solutions."
Hooper, Daire (2013). "The servicescape as an antecedent to service quality and behavioral intentions" (PDF). Journal of Services Marketing, Emerald Group Publishing Limited. Retrieved 2018-02-27. (9.4.2022).
Moritz, S. 2009. Service Design Practical access to an evolving field . (9.4.2022). A book.
Morelli, Nicola (2002). "Designing Product/Service Systems, A Methodological Exploration" (PDF). CMU. (9.4.2022).
Parker, Sophia & Heapy, Joe (2006-07-01). "The Journey to the Interface, how public service design can connect users to reform" (PDF). Demos. (9.4.2022).
Segelström, Fabian, Raijmakers, Bas & Holmlid, Stefan (January 2009). "Thinking and Doing Ethnography in Service Design" (PDF). Linköping University, Department of Computer and Information Science. Retrieved 2018-02-27. (9.4.2022).
Uber Service Design Teardown. (9.4.2022).
"User Involvement in Public Services, Sixth Report of Session" (PDF). Public Administration Select Committee, The House of Commons, London: The Stationery Office Limited. 2008-05-07. Retrieved 2018-02-23. (9.4.2022).
Mannila, M. 2022 Service Design and Blueprint. (15.3.2022).
Mannila, M. 2022. Some Service Design Tools. (15.3.2022).
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31.1.2022 20
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