Sustainable service product design method: Focus on customer demands and triple bottom line

Xiao Liu and Ming-Yang Li

Journal of Retailing and Consumer Services, 2024, vol. 80, issue C

Abstract: Sustainable development of the service industry represents an inevitable trend. The key to sustainable transformation in service-oriented enterprises lies in sustainable service product design. This study aims to develop a sustainable service product design method that conforms to customer demands and sustainable development. The method comprises three stages: (1) Determining the weights of design requirements for sustainable service products by integrating quality function deployment with online reviews. (2) Evaluating the sustainable performance of alternative design options for each design requirement using the group fuzzy best-worst method. (3) Constructing a multi-objective optimization model based on the weights of the design requirements and sustainable performance to maximize economic, social, and environmental benefits. The Pareto solutions obtained are considered sustainable service products designed for service-oriented enterprises. This paper presents a case study on sustainable service product design for a five-star hotel. Two optimization methods are employed to obtain sustainable service products. The comparison results indicate that this study offers a novel method for service-oriented enterprises to design sustainable service products.

Keywords: Decision analysis; Service product design; Triple bottom line; Customer demands; Multi-objective optimization (search for similar items in EconPapers)
Date: 2024
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:80:y:2024:i:c:s0969698924002315

DOI: 10.1016/j.jretconser.2024.103935

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