Linking service design to value creation and service research

Andreassen, Tor Wallin, Kristensson, Per, Lervik-Olsen, Line, Parasuraman, A., McColl-Kennedy, Janet R., Edvardsson, Bo and Colurcio, Maria (2016) Linking service design to value creation and service research. Journal of Service Management, 27 1: 21-29. doi:10.1108/JOSM-04-2015-0123

Author Andreassen, Tor Wallin
Kristensson, Per
Lervik-Olsen, Line
Parasuraman, A.
McColl-Kennedy, Janet R.
Edvardsson, Bo
Colurcio, Maria
Title Linking service design to value creation and service research
Journal name Journal of Service Management   Check publisher's open access policy
ISSN 1757-5818
Publication date 2016-03-21
Year available 2016
Sub-type Article (original research)
DOI 10.1108/JOSM-04-2015-0123
Open Access Status Not Open Access
Volume 27
Issue 1
Start page 21
End page 29
Total pages 9
Place of publication Bingley, United Kingdom
Publisher Emerald Group Publishing
Language eng
Formatted abstract
Purpose: The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing.

Design/methodology/approach: For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework.

Findings: By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance.

Originality/value: To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.
Keyword Customer experience
Design thinking
Service design
Service innovation
Service research
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: HERDC Pre-Audit
UQ Business School Publications
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Citation counts: TR Web of Science Citation Count  Cited 3 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 3 times in Scopus Article | Citations
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