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The Service Concept

In: Business and Management

Submitted By carlos6lhc
Words 8830
Pages 36
Journal of Operations Management 20 (2002) 121–134

The service concept: the missing link in service design research?
Susan Meyer Goldstein a,∗ , Robert Johnston b , JoAnn Duffy c , Jay Rao d a c

Department of Operations and Management Science, University of Minnesota, 321 19th Avenue S, Minneapolis, MN 55455, USA b Warwick Business School, University of Warwick, Coventry CV4 7AL, UK Gibson D. Lewis Center for Business and Economic Development, Sam Houston State University, Huntsville, TX 77341-2056, USA d Management Division, Babson College, Babson Park, MA 02457, USA

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. © 2002 Elsevier Science B.V. All rights reserved.
Keywords: Service concept; Service design planning; Service recovery design

1. Introduction A service organization can only deliver a service after integrating (or outsourcing) investments in numerous assets, processes, people, and materials. Much like manufacturing a product composed of hundreds or thousands of components, services similarly consist of hundreds or thousands of components. However, unlike a…...

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