Journal of Service Management: Volume 30 Issue 6

Leveraging service design as a multidisciplinary approach to service innovation

Maíra Prestes Joly, Jorge Grenha Teixeira, Lia Patrício, Daniela Sangiorgi

Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple…

Service providers and firm performance: investigating the non-linear effect of dependence

Ornella Benedettini, Andy Neely

Servitized manufacturers can leverage close relationships with external providers of product-related services to mobilize value creation and improve the responsiveness of their…

Investigating the on-demand service characteristics: an empirical study

Robbert-Jan van der Burg, Kees Ahaus, Hans Wortmann, George B. Huitema

Technological developments and new customer expectations of immediacy have driven businesses to adopt on-demand service models. The purpose of this paper is to study the…

Service system well-being: conceptualising a holistic concept

Wei Wei Cheryl Leo, Gaurangi Laud, Cindy Yunhsin Chou

The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains.