Exploring modularity in services: cases from tourism

2017 ◽  
Vol 37 (6) ◽  
pp. 771-790 ◽  
Author(s):  
Viktor Avlonitis ◽  
Juliana Hsuan
Keyword(s):  
Design Methodology ◽  
Service Design ◽  
Holistic Approach ◽  
Service Firms ◽  
Service Delivery System ◽  
Dynamic Nature ◽  
Service Network ◽  
Content Type ◽  
Firm Organization ◽  
Service Business

Purpose The purpose of this paper is to examine how modularity manifests in the design of services. The study brings new insights on the organization of service firms by empirically exploring and theoretically advancing the intersection of modularity and service design. Design/methodology/approach The paper compares two companies that offer similar services in the same geographical region but represent polar case types. A framework grounded on extant literature is constructed and applied to the two cases to assess its practicality and provide theoretical insights. Findings The paper demonstrates the effects of modularity and integrality on a range of different analytical levels in service architectures. Taking a holistic approach, the authors synthesize and empirically deploy a framework comprised of the three most prevalent themes in modularity and service design literature: Offering (service concept), intra-firm organization (service delivery system), and inter-firm relationships (service network). They posit that service architectures require the examination of different analytical levels due to the complex and dynamic nature of service business. Additionally, the analysis provides new insights on the mirroring hypothesis of modularity theory to services. Originality/value The paper provides a conceptualization of service architectures drawing on service design, modularity, and market relationships. The study enriches service design literature with elements from modularity theory and elaborates on the theoretical implications of service modularity in general.

Thomas Stewart: what leaders need to know about the new design revolution in services

2017 ◽  
Vol 45 (3) ◽  
pp. 16-22
Author(s):  
Brian Leavy
Keyword(s):  
Design Methodology ◽  
Service Design ◽  
Design Strategy ◽  
Harvard Business Review ◽  
Service Firms ◽  
Content Type ◽  
Innovation Activities ◽  
Customer Delight ◽  
Modern Manufacturing ◽  
Practical Implications

Purpose With the growing importance of services in the overall economy, it is surprising that the notion of service firms investing in systematic and dedicated innovation activities has taken so long to materialize. This is now set to change as service firms undertake the kind of research, design and development disciplines which for more than a century have been mainstays of modern manufacturing. Design/methodology/approach S&L interviews the well-known former editor of Harvard Business Review Thomas A. Stewart and his co-author, former BloombergBusinessweek.com editor Patricia O’Connell, in their latest book, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight (Harper Business, 2016). They believe we are on the cusp of a “design revolution” in services. Findings The central thesis of their book is that services “should be designed with as much care as products are” and they include service “delivery” in that premise. Practical implications Service design principles offer powerful new ways to address the three basic strategy questions: What do we sell? To whom? And how do we win? Originality/value Service design helps you understand how to configure a set of activities, behaviors and touchpoints–a journey–that allows you to serve that customer well.

Adopting service suppliers for servitisation: which type of supplier involvement is more effective?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Néstor F. Ayala ◽  
Paolo Gaiardelli ◽  
Giuditta Pezzotta ◽  
Marie Anne Le Dain ◽  
Alejandro G. Frank
Keyword(s):  
Multivariate Analysis ◽  
Design Methodology ◽  
Service Design ◽  
Black Box ◽  
Cross Sectional ◽  
Content Type ◽  
Service Business ◽  
Service Supply Chain ◽  
Supplier Involvement

PurposeThe purpose of this study is to analyse the effect of different forms of service supplier involvement on the service business dimensions necessary for servitisation and on the resulting servitisation performance.Design/methodology/approachThree different configurations of service supplier involvement are considered in this study: black box (service design and execution driven by the service supplier), grey box (joint service design) and white box (service design driven by the product firm). The study analyses their contribution by means of a cross-sectional quantitative survey with 104 Brazilian and Italian firms using multivariate analysis of variance.FindingsCompanies that adopted the grey box configuration presented the best results in servitisation. White and black box may offer different benefits depending on the service business dimension that the company chooses to emphasise.Originality/valueThe results show which type of service supplier involvement is more effective for servitisation. The empirical data demonstrate that a joint service design (grey box involvement) is the best approach, but the paper discusses limitations for its implementation and alternatives regarding the two other types of service supplier involvement. The findings contribute to the discussion on the role of service suppliers in servitisation and provide empirical evidence to support operations managers in deciding on how to organise their service supply chain when aiming for servitisation.

scholarly journals Opportunities and challenges of using socially intelligent agents: increasing interaction and school participation for children suffering from a long-term illness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eva Mårell-Olsson ◽  
Thomas Mejtoft ◽  
Sofia Tovedal ◽  
Ulrik Söderström
Keyword(s):  
Intelligent Agents ◽  
Design Methodology ◽  
Holistic Approach ◽  
Negative Effects ◽  
Content Type ◽  
Medical Needs ◽  
Societal Benefits ◽  
School Participation

PurposeChildren suffering from cancer or cardiovascular disease, who need extended periods of treatment in hospitals, are subjected to multiple hardships apart from the physical implications, for example, experienced isolation and disrupted social and academic development. This has negative effects long after the child's recovery from the illness. The purpose of this paper is to examine the non-medical needs of children suffering from a long-term illness, as well as research the field of artificial intelligence (AI) – more specifically, the use of socially intelligent agents (SIAs) – in order to study how technology can enhance children's interaction, participation and quality of life.Design/methodology/approachInterviews were performed with experts in three fields: housing manager for hospitalized children, a professor in computing science and researcher in AI, and an engineer and developer at a tech company.FindingsIt is important for children to be able to take control of the narrative by using an SIA to support the documentation of their period of illness, for example. This could serve as a way of processing emotions, documenting educational development or keeping a reference for later in life. The findings also show that the societal benefits of AI include automating mundane tasks and recognizing patterns.Originality/valueThe originality of this study concerns the holistic approach of increasing the knowledge and understanding of these children's specific needs and challenges, particularly regarding their participation and interaction with teachers and friends at school, using an SIA.

Design thinking in hospitality education and research

2019 ◽  
Vol 11 (4) ◽  
pp. 449-457
Author(s):  
Sudhanshu Bhushan
Keyword(s):  
Design Methodology ◽  
Design Thinking ◽  
Service Design ◽  
Basic Principles ◽  
Content Type ◽  
Hospitality Education ◽  
Disciplinary Problems ◽  
Research And Education ◽  
The One ◽  
Functional Areas

Purpose This paper aims to outline why design thinking is an engaging process and provide a methodical framework to approach complex, multi-disciplinary problems in ways that consistently yield solutions that are successful and often creative in unpredictable ways. It is a framework for thinking about complex, multidisciplinary problems and the one that applies to just about anything. Design/methodology/approach Service design is all about taking a service and making it meet the user and customer needs for that service. It can be used to improve an existing service or to create a new service from scratch. To adapt to service design, the designer will need to understand the basic principles of service design thinking and be able to focus on it. Findings This paper explores the possibilities for applying design thinking in the hospitality industry in general and hospitality education and research in particular. The functional areas of the hospitality profession are explored, evaluated and then integrated as a holistic design to provide coherence, connectivity and linkages. Originality/value The paper illustrates an application of design thinking to hospitality research and education.

The future is now: calling for a focus on temporal issues in information system research

2021 ◽  
Vol 121 (1) ◽  
pp. 30-47
Author(s):  
Viswanath Venkatesh ◽  
Tracy Ann Sykes ◽  
Ruba Aljafari ◽  
Marshall Scott Poole
Keyword(s):  
Information System ◽  
Design Methodology ◽  
Empirical Studies ◽  
Theory Development ◽  
Social Contexts ◽  
System Research ◽  
Dynamic Nature ◽  
Content Type ◽  
Information System Research ◽  
Study Designs

PurposeAs information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in order to enrich our theories. The purpose of this paper is to present broad suggestions for IS researchers about how they can direct some of their research efforts to consider, conceptualize and incorporate time into research endeavors and how they might be mindful about considering and specifying time-related scope conditions of their research efforts.Design/methodology/approachThe authors synthesize empirical studies and discuss three distinct yet related frameworks of time and the benefits they can provide. The authors choose two research streams that reflect dynamic economic and social contexts – namely, enterprise systems and social networks – to illustrate how time and frameworks of time can be leveraged in our theory development and research design.FindingsThe authors demonstrate that limited research in IS has incorporated a rich conceptualization and/or discussion of time. The authors build on this gap to highlight guidelines that researchers can adopt to enrich their view of time.Originality/valueGiven the dynamic nature of IS phenomena and the increased availability of longitudinal data, the authors’ suggestions aim to urge and guide IS researchers about ways in which they can incorporate time into their theory and study designs.

scholarly journals Fresh perspectives on customer experience

2015 ◽  
Vol 29 (6/7) ◽  
pp. 430-435 ◽  
Author(s):  
Janet R. McColl-Kennedy ◽  
Anders Gustafsson ◽  
Elina Jaakkola ◽  
Phil Klaus ◽  
Zoe Jane Radnor ◽  
...  
Keyword(s):  
Research Agenda ◽  
Design Methodology ◽  
Customer Experience ◽  
Future Research ◽  
Dynamic Nature ◽  
Content Type ◽  
Research Questions ◽  
Advance Theory ◽  
Over Time

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and research agenda for future research on customer experience. Originality/value – This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.

scholarly journals Organizing for inter-organizational learning in service networks

2019 ◽  
Vol 26 (3) ◽  
pp. 276-288 ◽  
Author(s):  
Jean-Paul Peronard ◽  
Jacob Brix
Keyword(s):  
Organizational Learning ◽  
Design Methodology ◽  
Network Performance ◽  
Allocation Of Resources ◽  
Learning Context ◽  
Service Networks ◽  
Service Network ◽  
Content Type ◽  
Learning Challenges ◽  
Practical Implications

Purpose The purpose of this study is to consolidate existing research on ‘service networks’ and to frame this literature as a new ‘context for learning’. Research from inter-organizational learning is used to qualify this consolidation and advances from inter-organizational learning are used to operationalize how service network actors in this new context can organize for inter-organizational learning to create more value for themselves and their customers. Design/methodology/approach By conceptualizing the learning context of a service network and the interrelated dimensions, an overview of the learning challenges for improved service performance is provided. Findings Inspired by the service triangle, the proposed framework highlights the learning challenges among two or more actors and the knowledge and skills needed for them to organize the service network. To build a collaboration characterized by trust, behaviors associated with transparency and receptivity are argued to be imperative. Practical implications The framework can increase the opportunities for inter-organizational learning in a service network. Knowing the learning context and the challenges associated with this learning allows for a more accurate intervention and allocation of resources to improve service network performance. Originality/value The novelty lies in the consolidation of the literature of service networks and the extension of the literature on inter-organizational learning hereto.

Reusing design information: an investigation of the document creation process in service design projects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu-Tzu Lin
Keyword(s):  
Design Methodology ◽  
Service Design ◽  
Social Aspect ◽  
Design Rationale ◽  
Content Type ◽  
Creation Process ◽  
Design Information ◽  
Study Results ◽  
Design Projects ◽  
Is Design

PurposeDesign rationale is design information that explains why an entity is designed as it is. This paper investigates how the documentation process and the use of documents in service design projects influence the reuse of design information across projects.Design/methodology/approachThis study analyzes two sets of data collected through interviews and field observation. It first applied Lund's (2004) four elements of documentation process to categorize the collected data. Then it used bottom-up data analysis approach to identify patterns of the documentation process.FindingsThe author speculates designers' focus on certain documents' social aspect instead of material aspect influences how they reuse design information across projects. Some documents are important because they represent a consensus, and some are important because of the document producers rather than its content. The author also found a similarity between economists and service designers by comparing the study results with Harper and Sellen's (1995) findings. Based on the comparison, the author concludes that detailed research reports are easily reusable across design projects. Finally, although the author observed that designers are using templates to explicate design rationale, the created content is not used across projects.Originality/valueThis study identifies six types of documents that are commonly created in service design projects, three types of producer involvement and three types of provisional design outcomes. It also provides two suggestions for designers to reuse design information across service design projects better and two implications for future study.

Islam, communication and accounting

2018 ◽  
Vol 9 (2) ◽  
pp. 138-154
Author(s):  
UmmeSalma Mujtaba Husein
Keyword(s):  
Design Methodology ◽  
Holistic Approach ◽  
Theoretical Framework ◽  
Social Aspects ◽  
Islamic Philosophy ◽  
Content Type ◽  
The Social ◽  
Emotional Aspects ◽  
Opening Up ◽  
Practical Implications

Purpose This paper aims to explore the notion of communication in accounting and in doing so elucidates the wider connotation of accounting frontiers offered in the Islamic philosophy, reflecting upon the Islamic doctrines that are indicative towards and offer a variety of implications for communication and accounting. Design/methodology/approach Drawing from the Islamic sources – Quran and other key texts – and other relevant preceding literature, the paper deliberates key Islam principles of significance and outline what they suggest for communication in accounting. Findings Islam has a profoundly embedded concern of the communicative aspect from a holistic viewpoint that is clear within its accounting implications as well. This paper illustrates the social aspects of Islamic accounting through its stance on communication, thereby opening up the more enabling potentials of Islamic accounting informed by wider and more facilitating dimensions of Islam’s teachings: Islam’s holistic approach to life; its attentiveness on society and its various groups; and its emphasis on behavioural conduct and emotional aspects. Consideration on these principles throws into questions the Western ways, develops and hones the existing stand of hegemonic positions and submits new ways forward. Research limitations/implications Aspiring organisations and larger entities such as nations who encourage the development of Islamic economy can benefit from the added accountability of entities to encompass the social and ethical responsibilities. Practical/implications The paper highlights Islamic doctrines as a basis of just and responsible accounting communication via incorporating the macro-societal elements and the behavioural communicative aspects. Originality/value The Islamic communication principles open up the inclusion of the missing behavioural aspect from accounting communication. This paper provides the necessary theoretical framework on how to include the humane side within accounting communication.

A habitus divided? The effects of social mobility on the habitus and consumption

2018 ◽  
Vol 52 (5/6) ◽  
pp. 1060-1083
Author(s):  
Erika L. Paulson
Keyword(s):  
Social Mobility ◽  
Design Methodology ◽  
Subjective Experience ◽  
Empirical Support ◽  
Downward Mobility ◽  
Dynamic Nature ◽  
Downward Movement ◽  
Content Type ◽  
Depth Interviews ◽  
Practical Implications

Purpose The purpose of this study is to examine social mobility. Social mobility has traditionally been thought to result in a divided habitus. However, recent work has suggested that for the socially mobile, habitus may become blended or even that individuals can choose their habitus in a strategic fashion. Each position has received empirical support, raising two questions. First, does the experience of social mobility result in a habitus that is more divided or strategic? Second, what factors affect this outcome? Design/methodology/approach These questions are investigated by conducting depth interviews with people who have experienced social mobility. Findings The direction of social mobility determines what effect social mobility has on the habitus. For the downwardly mobile, the habitus appears to remain rooted in one’s former class. This is because downward movement is devalued, and so there is less incentive for those who experience it to change their thoughts, feelings or behaviors to match their new position. For the upwardly mobile, the habitus changes slowly. The trajectory and the subjective experience also affect the outcome. Two strategies respondents use to deal with social mobility are noted. Research limitations/implications Bourdieu’s notion of the divided habitus is reconsidered and compared to newer incarnations, and the importance of the direction of social mobility is underlined. This work explains why upward and downward mobility result in different changes in the habitus. Practical implications Investigating the experience of social mobility is particularly important given the frequent, dynamic nature of mobility in European countries. Two strategies used to manage downward mobility are identified. Originality/value This work reconsiders Bourdieu’s notion of the divided habitus and newer incarnations and explains why upward and downward mobility result in different changes in the habitus. Such a finding is not only an invitation to expand on the notion of habitus but also works to draw attention to other factors that play a role in habitus and strategies used to manage change.

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