服务设计
服务(商务)
服务保证
客户服务保证
服务水平目标
服务交付框架
服务产品管理
服务体系
蓝图
计算机科学
过程管理
差异化服务
知识管理
业务
营销
工程类
机械工程
作者
Lia Patrício,Raymond P. Fisk,João Falcão e Cunha,Larry L. Constantine
标识
DOI:10.1177/1094670511401901
摘要
The proliferation of complex service systems raises new challenges for service design and requires new methods. Multilevel Service Design (MSD) is presented as a new interdisciplinary method for designing complex service systems. MSD synthesizes contributions from new service development, interaction design, and the emerging field of service design. MSD enables integrated development of service offerings at three hierarchical levels: (a) Designing the firm’s service concept with the customer value constellation of service offerings for the value constellation experience; (b) Designing the firm’s service system, comprising its architecture and navigation, for the service experience; and (c) Designing each service encounter with the Service Experience Blueprint for the service encounter experience. Applications of the MSD method are described for designing a new retail grocery service and for redesigning a bank service. MSD contributes an interdisciplinary service design method that accommodates the cocreative nature of customer experiences and enables experience integration from the design of the service concept through the design of the service system and service encounter.
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