Aligning Value and Implementation in Service Design: A Systemic Approach

Arash Golnam, Gil Regev, Julien Ramboz, Philippe Laprade and Alain Wegmann
Additional contact information
Arash Golnam: Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland
Gil Regev: Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland
Julien Ramboz: Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland
Philippe Laprade: Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland
Alain Wegmann: Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2012, vol. 3, issue 1, 19-36

Abstract: The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service supplier and its service customers. The authors call these two values, service supplier value and service adopter value. When designing a service, it is necessary to align both value propositions with the service components and service features. In this paper, the authors propose a systemic method where whole (i.e., black box) and composite (i.e., white box) reasoning are interleaved on the organizational and functional dimensions. The authors begin by producing an as-is model that describes how the value is created for the customer and captured by the service supplier. Service improvement opportunities are identified in terms of value to both service adopter and service supplier. A to-be model is built that specifies the new interaction between actors and their new responsibilities and thereby, new service components and features. The method is illustrated with an example based on the service offering and implementation of Amazon.com in Amazon Marketplace.

Date: 2012
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/jssmet.2012010102 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jssmet:v:3:y:2012:i:1:p:19-36

Access Statistics for this article

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) is currently edited by Ahmad Taher Azar

More articles in International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) from IGI Global
Bibliographic data for series maintained by Journal Editor ().