A framework for innovative service design

Olivier Furrer, Devanathan Sudharshan, Rodoula H. Tsiotsou and Ben S. Liu

No 476, FSES Working Papers from Faculty of Economics and Social Sciences, University of Freiburg/Fribourg Switzerland

Abstract: Drawing on research from design science, marketing and service science, our paper provides an integrated framework for evaluating and directing innovative service design. The main goal of our review is to highlight the strengths of existing frameworks and to suggest how they can be enhanced in combination with design science principles. Based on our review, we propose a new framework for the design of innovative services that integrates several key paradigmatic approaches and identifies fundamental open research questions. Our approach is unique as it combines three service disciplines, namely services marketing, service science, and design science, and provides a new framework that describes step by step the procedure that needs to be taken and the conditions that need to be met for developing innovative services. We believe that providing such a framework is a valuable addition to the literature.

Keywords: Service design; Services innovation; Marketing science; Design science; Service–dominant logic; Customer co-creation; Customer co-production (search for similar items in EconPapers)
JEL-codes: M31 O32 (search for similar items in EconPapers)
Pages: 33 pages
Date: 2016-10-13
New Economics Papers: this item is included in nep-knm
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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