Abstract
This chapter explores the intrinsic characteristics of
services and service systems and presents systemic
approach to produce service innovations. The chapter
consists of elaborating the characteristics of services
and the principles of systemic development, discussing
service matrixes, service systems, service strategies and
business models, and special challenges related to the
development of services and service innovations. Services
are always produced in service systems consisting of
combination of service personnel and information systems.
Customers are involved in these systems by interacting
with the front end of service organization. The key issue
in service development and innovation is to build the
right architecture to capture all aspects of service
systems from customer relations to back office
information systems. The desired user experience is
created by all aspects of service systems including the
contact with personnel, the user interface, and the
trustful and efficient information system. In the
chapter, we present an approach that starts from the
needs of people and through categorization of service
types and service strategy types develops understanding
about service systems and their dynamics. The proposed
approach also provides insights into design thinking and
its implications to service development and radical
service innovation.
Original language | English |
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Title of host publication | The Handbook of Service Innovation |
Editors | Renu Agarwal, Willem Selen, Göran Roos, Roy Green |
Publisher | Springer |
Pages | 349-371 |
ISBN (Electronic) | 978-1-4471-6590-3 |
ISBN (Print) | 978-1-4471-6589-7 |
DOIs | |
Publication status | Published - 2015 |
MoE publication type | D2 Article in professional manuals or guides or professional information systems or text book material |
Keywords
- Business models
- Design thinking
- Radical innovation
- Service design
- Service innovation
- Service matrix
- Service strategies
- Systemic innovation