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Service design

About: Service design is a(n) research topic. Over the lifetime, 15471 publication(s) have been published within this topic receiving 369670 citation(s). more


Journal ArticleDOI: 10.2307/1251430
Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la... more

Topics: Services marketing (58%), Quality (business) (58%), Service design (55%) more

15,224 Citations

Journal ArticleDOI: 10.1108/EUM0000000004784
Abstract: Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised. more

Topics: Quality policy (63%), Service design (63%), Service (business) (62%) more

5,847 Citations

Open accessJournal ArticleDOI: 10.1177/1094670504271156
Abstract: Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered b... more

  • TABLE 5 CFA Results for the E-S-QUAL Scale
    TABLE 5 CFA Results for the E-S-QUAL Scale
  • FIGURE 1 Process Employed in Developing the Scale to Measure e-SQ
    FIGURE 1 Process Employed in Developing the Scale to Measure e-SQ
  • FIGURE 2 A Means-End Framework for Understanding the Domain and Consequences of e-SQ
    FIGURE 2 A Means-End Framework for Understanding the Domain and Consequences of e-SQ
  • TABLE 3 Profiles of the Two Samplesa
    TABLE 3 Profiles of the Two Samplesa
  • TABLE 6 SEM Analysis to Examine E-S-QUAL’s Nomological Validity
    TABLE 6 SEM Analysis to Examine E-S-QUAL’s Nomological Validity
  • + 4

Topics: Service design (54%), Service quality (53%), Quality (business) (50%)

3,135 Citations

Journal ArticleDOI: 10.1016/J.EMJ.2008.04.003
Abstract: Summary The creation of value is the core purpose and central process of economic exchange. Traditional models of value creation focus on the firm’s output and price. We present an alternative perspective, one representing the intersection of two growing streams of thought, service science and service-dominant (S-D) logic. We take the view that (1) service, the application of competences (such as knowledge and skills) by one party for the benefit of another, is the underlying basis of exchange; (2) the proper unit of analysis for service-for-service exchange is the service system, which is a configuration of resources (including people, information, and technology) connected to other systems by value propositions; and (3) service science is the study of service systems and of the co-creation of value within complex configurations of resources. We argue that value is fundamentally derived and determined in use – the integration and application of resources in a specific context – rather than in exchange – embedded in firm output and captured by price. Service systems interact through mutual service exchange relationships, improving the adaptability and survivability of all service systems engaged in exchange, by allowing integration of resources that are mutually beneficial. This argument has implications for advancing service science by identifying research questions regarding configurations and processes of value co-creation and measurements of value-in-use, and by developing its ties with economics and other service-oriented disciplines. more

Topics: Service system (66%), Service design (66%), Service (business) (64%) more

2,598 Citations

Open accessBook
06 Sep 2000-
Abstract: The Service and Relationship Imperative: Managing In Service Competition. Managing Customer Relationships: An Alternative Paradigm in Management and Marketing. The Nature of Services and Service Consumption, and its Marketing Consequences. Service and Relationship Quality. Quality Management in Services. Return on Service and Relationships. Managing the Augmented Service Offering. Principles of Service Management. Managing Service Productivity. Managing Marketing or Market--oriented Management. Managing Total Integrated Marketing Communication. Managing Brand Relationships and Image. Market--oriented Organization: Structure, Resources and Service Processes. Managing Internal Marketing: A Prerequisite for Successfully Managing Customer Relationships. Managing Service Culture: The Internal Service Imperative. Conclusions: Managing Relationships and the Six Rules of Service. Index. more

Topics: Service product management (69%), Service design (68%), Service guarantee (66%) more

2,427 Citations

No. of papers in the topic in previous years

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Topic's top 5 most impactful authors

Yoshiki Shimomura

55 papers, 762 citations

Bo Edvardsson

40 papers, 4.7K citations

Daniela Sangiorgi

39 papers, 1.5K citations

Stefan Holmlid

39 papers, 1.1K citations

Lia Patrício

34 papers, 1.5K citations

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