TY - JOUR
T1 - The service concept
T2 - The missing link in service design research?
AU - Goldstein, Susan Meyer
AU - Johnston, Robert
AU - Duffy, Jo Ann
AU - Rao, Jay
N1 - Copyright:
Copyright 2008 Elsevier B.V., All rights reserved.
PY - 2002/4
Y1 - 2002/4
N2 - The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization's strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here.
AB - The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization's strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here.
KW - Service concept
KW - Service design planning
KW - Service recovery design
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U2 - 10.1016/S0272-6963(01)00090-0
DO - 10.1016/S0272-6963(01)00090-0
M3 - Article
AN - SCOPUS:0036532299
SN - 0272-6963
VL - 20
SP - 121
EP - 134
JO - Journal of Operations Management
JF - Journal of Operations Management
IS - 2
ER -