UNSPECIFIED (2002) The service concept: the missing link in service design research? JOURNAL OF OPERATIONS MANAGEMENT, 20 (2 Sp. Iss. SI). pp. 121-134. ISSN 0272-6963

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Abstract

The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization's strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here. (C) 2002 Elsevier Science B.V All rights reserved.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Journal or Publication Title:	JOURNAL OF OPERATIONS MANAGEMENT
Publisher:	ELSEVIER SCIENCE BV
ISSN:	0272-6963
Date:	April 2002
Volume:	20
Number:	2 Sp. Iss. SI
Number of Pages:	14
Page Range:	pp. 121-134
Publication Status:	Published
URI:	http://wrap.warwick.ac.uk/id/eprint/10954

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