Design Science in Service Research: A Framework-Based Review of IT Artifacts in Germany

2011 ◽  
pp. 366-375 ◽  
Author(s):  
Jörg Becker ◽  
Daniel Beverungen ◽  
Martin Matzner ◽  
Oliver Müller ◽  
Jens Pöppelbuß
Keyword(s):  
Design Science ◽  
Service Research

The MINDS Method

2016 ◽  
Vol 20 (3) ◽  
pp. 240-258 ◽  
Author(s):  
Jorge Grenha Teixeira ◽  
Lia Patrício ◽  
Ko-Hsun Huang ◽  
Raymond P. Fisk ◽  
Leonel Nóbrega ◽  
...  
Keyword(s):  
Interaction Design ◽  
Design Science ◽  
Service Design ◽  
Science Research ◽  
Service Industries ◽  
Innovative Technology ◽  
Service Research ◽  
Research Approach ◽  
Management Perspective ◽  
Value Propositions

As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary method—the Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

A Basic Study on Collaborative Plan of Translational Service Research for Accelerating New Drug Development

2014 ◽  
Vol 15 (1) ◽  
pp. 283-306
Author(s):  
Kim, Chang Won ◽  
Lee Cheol-Gyu ◽  
Youn Sung Kim ◽  
WangJin Yoo
Keyword(s):  
Drug Development ◽  
Service Research ◽  
Basic Study ◽  
New Drug ◽  
New Drug Development

ORGANIZATIONAL AND TECHNOLOGICAL PRINCIPLES FOR CREATION INNOVATION CENTERS

2020 ◽  
Vol 4 (141) ◽  
pp. 40-46
Author(s):  
ZOYA MISHINA ◽  
Keyword(s):  
Research Purpose ◽  
Service Research ◽  
Industrial Complex ◽  
Technological Equipment ◽  
Technical Service ◽  
Agricultural Machinery ◽  
Efficient Operation ◽  
Technological Base ◽  
Reliability Of Operation ◽  
Production Areas

Timely conducting of all types of maintenance and routine repairs is possible only in the conditions of an innovative service center, equipped with the necessary equipment and having a complex of facilities to ensure favorable conditions for technical service. (Research purpose) The research purpose is in identifying opportunities for updating the technical service system in the agro-industrial complex by creating innovative service centers to ensure highly efficient operation of agricultural machinery and equipment. (Materials and methods) The system of maintenance in agriculture is characterized by a significant decrease in efficiency due to physical and moral wear of equipment of repair and technical enterprises, low level and insufficient qualification of personnel and managers of enterprises of the agro-industrial complex. The availability of existing enterprises of the agro-industrial complex with production areas is no more than 50 percent, technological equipment is no more than 47 percent, and technological equipment and equipment for jobs are 15 and 40 percent. (Results and discussion) The modernization of the infrastructure of technical service of agricultural machinery is aimed at updating the technological base of machine repair. Repair and technical enterprises do not have the necessary equipment to perform a number of maintenance and routine repairs. The process of developing technical service infrastructure is significantly behind the level of structural and technological complexity of agricultural machinery. Due to technological requirements, complex components and assemblies, such as engines, hydraulic equipment, fuel pumps of domestic and imported agricultural machinery should not be repaired in the conditions of farms. (Conclusions) The high technological level of innovative technical service centers serves as a condition for efficient operation of production, ensuring its stability and reliability of operation, flexibility and adaptability, high intensity and waste-free operation.

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