Linking service design to value creation and service research

Purpose - The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approa ...

[1]  G. Calabretta,et al.  Trend spotting and service innovation , 2015 .

[2]  R. Fisk,et al.  Understanding value co-creation in complex services with many actors , 2014 .

[3]  Daniela Sangiorgi,et al.  Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic , 2014 .

[4]  Lerzan Aksoy.  How do you measure what you can't define? , 2013 .

[5]  Kerry Bodine,et al.  Outside In: The Power of Putting Customers at the Center of Your Business , 2012 .

[6]  Stephen L. Vargo,et al.  Health Care Customer Value Cocreation Practice Styles , 2012 .

[7]  E. Hippel,et al.  Users as Service Innovators: The Case of Banking Services , 2011 .

[8]  A. Gustafsson,et al.  Idea generation: customer co‐creation versus traditional market research techniques , 2011 .

[9]  R. Fisk,et al.  Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting , 2011 .

[10]  L. G. Zomerdijk,et al.  Service Design for Experience-Centric Services , 2010 .

[11]  Mary Jo Bitner,et al.  Service Blueprinting: A Practical Technique for Service Innovation , 2008 .

[12]  Lia Patrício,et al.  Designing Multi-Interface Service Experiences , 2008 .

[13]  R. Rust,et al.  The Path to Customer Centricity , 2006 .

[14]  R. Staelin,et al.  A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go , 2005 .

[15]  V. Zeithaml,et al.  E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality , 2004 .

[16]  D. Kahneman,et al.  A Survey Method for Characterizing Daily Life Experience: The Day Reconstruction Method , 2004, Science.

[17]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[18]  A. Gustafsson,et al.  Harnessing the Creative Potential among Users , 2004 .

[19]  John R. Miglautsch.  Application of RFM principles: What to do with 1–1–1 customers? , 2002 .

[20]  Ananthanarayanan Parasuraman,et al.  Service quality and productivity: a synergistic perspective , 2002 .

[21]  Richard A. Normann,et al.  Reframing Business: When the Map Changes the Landscape , 2001 .

[22]  W. Reinartz,et al.  On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing , 2000 .

[23]  Mona J. Fitzsimmons,et al.  New Service Development: Creating Memorable Experiences , 1999 .

[24]  W. Sasser,et al.  The service profit chain , 1997 .

[25]  G. L. Shostack.  Designing Services That Deliver , 1996 .

[26]  Thomas O. Jones,et al.  Why Satisfied Customers Defect , 1996 .

[27]  Albert C. Bemmaor,et al.  Predicting Behavior from Intention-to-Buy Measures: The Parametric Case , 1995 .

[28]  F. Reichheld.  Loyalty-based management. , 1993, Harvard business review.

[29]  G. Zaltman,et al.  Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations , 1992 .

[30]  C. Fornell.  A National Customer Satisfaction Barometer: The Swedish Experience: , 1992 .

[31]  F. F. Reichheld,et al.  Zero defections: quality comes to services. , 1990, Harvard business review.

[32]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[33]  Maryanne M. Gobble,et al.  Design Thinking , 2010, The Palgrave Encyclopedia of the Possible.

[34]  R. Oliver,et al.  Crossover effects in the theory of reasoned action: A moderating influence attempt. , 1985 .

[35]  G. L. Shostack,et al.  How to Design a Service , 1982 .

[36]  Theodore Levitt.  Growth and Profits through Planned Marketing Innovation , 1960 .

[37]  Peter F. Drucker,et al.  Marketing and Economic Development , 1958 .