The service offering as a material

Simon Clatworthy

Chapter 18 in The Materials of Service Design, 2023, pp 179-184 from Edward Elgar Publishing

Abstract: This chapter explores the use of service offering as a material for service design. The service offering is defined as the functional, usable, emotional, social, idealistic and self-identity benefits that are promised, expected and/or gained from a service. The offering is a multi-faceted construct related to the value that lies in use of the service and is key to value in use. It is also difficult to describe and represent directly. The chapter explains that the offering has three spheres: the projected offering, the perceived offering, and the experienced offering. The designer has a strong influence on the projected offering, and through the service design process, the designer forms elements that suggest functional, usable, emotional, social, idealistic and self-identity benefits that together are synthesized into the projected offering. The chapter concludes by discussing the material transformation or forming of the service offering.

Keywords: Business and Management; Economics and Finance; Geography; Innovations and Technology (search for similar items in EconPapers)
Date: 2023
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