An Integrative Design Framework for New Service Development

Chew, EK

An Integrative Design Framework for New Service Development

Chew, EK

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Publication Type:: Conference Proceeding
Citation:: Lecture Notes in Business Information Processing, 2014, 177 pp. 44 - 58
Issue Date:: 2014-01-01

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Field	Value	Language
dc.contributor.author	Chew, EK https://orcid.org/0000-0002-5850-2455	en_US
dc.date.issued	2014-01-01	en_US
dc.identifier.citation	Lecture Notes in Business Information Processing, 2014, 177 pp. 44 - 58	en_US
dc.identifier.isbn	9783319079493	en_US
dc.identifier.issn	1865-1348	en_US
dc.identifier.uri	http://hdl.handle.net/10453/33327
dc.description.abstract	Service innovation is focused on customer value creation. At its core, customer-centric service innovation in an increasingly digital world is technology-enabled, human-centered, and process-oriented. This requires a cross-disciplinary, holistic approach to new service design and development (NSD). This paper proposes a new service strategy-aligned integrative design framework for NSD. It correlates the underlying theories and principles of disparate but interrelated aspects of service design thinking: service strategy, concept, design, experience and architecture into a coherent framework for NSD, consistent with the service brand value. Application of the framework to NSD is envisioned to be iterative and holistic, accentuated on continuous organizational and customer learning. The preliminary framework's efficacy is illustrated using a simplified telecom case example. © Springer International Publishing Switzerland 2014.	en_US
dc.relation.ispartof	Lecture Notes in Business Information Processing	en_US
dc.relation.isbasedon	10.1007/978-3-319-07950-9_4	en_US
dc.title	An Integrative Design Framework for New Service Development	en_US
dc.type	Conference Proceeding
utslib.citation.volume	177	en_US
utslib.for	080609 Information Systems Management	en_US
dc.location.activity	AGSM UNSW Sydney
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building/School of Built Environment
pubs.organisational-group	/University of Technology Sydney/Strength - HCTD - Human Centred Technology Design
utslib.copyright.status	open_access
pubs.publication-status	Published	en_US
pubs.volume	177	en_US

Abstract:

Service innovation is focused on customer value creation. At its core, customer-centric service innovation in an increasingly digital world is technology-enabled, human-centered, and process-oriented. This requires a cross-disciplinary, holistic approach to new service design and development (NSD). This paper proposes a new service strategy-aligned integrative design framework for NSD. It correlates the underlying theories and principles of disparate but interrelated aspects of service design thinking: service strategy, concept, design, experience and architecture into a coherent framework for NSD, consistent with the service brand value. Application of the framework to NSD is envisioned to be iterative and holistic, accentuated on continuous organizational and customer learning. The preliminary framework's efficacy is illustrated using a simplified telecom case example. © Springer International Publishing Switzerland 2014.

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http://hdl.handle.net/10453/33327