Service as value co-production: Reframing the service design process

Journal of Manufacturing Technology Management

Volumn 20, Issue 5, 2009, Pages 568-590

  Morelli, Nicola ^a  

^a AALBORG UNIVERSITY   (Denmark)

Author keywords

Customers; Production processes; Services

Indexed keywords

ANALYTICAL TOOL; CO-PRODUCTION; CREATION PROCESS; CUSTOMERS; DESIGN PRODUCTS; DESIGN/METHODOLOGY/APPROACH; DEVELOPMENT TOOLS; EXISTING METHOD; FUNDAMENTAL CHANGES; INDIVIDUALIZED NEEDS; INDUSTRIAL COMPANIES; METHODOLOGICAL APPROACH; PRODUCTION PROCESS; PRODUCTION PROCESSES; REFRAMING; REPRESENTATION TECHNIQUES; SERVICE DESIGN; SERVICES; VALUE CREATION;

CUSTOMER SATISFACTION; PRODUCTION ENGINEERING; SALES;

DESIGN;

EID: 70349210556     PISSN: 1741038X     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410380910960993     Document Type: Article

References (42)

1. Arbnor, I. and Bjerke, B. (1997), Methodology for Creating Businesss Knowledge, 2nd ed., Sage, Thousand Oaks, CA.
2. Becattini, G. (2004), Industrial Districts, Edward Elgar, Cheltenham.
3. Bijker, W.E. (1995), Of Bicycles, Bakelites, and Bulbs: Toward a Theory of Sociotechnical Change, MIT Press, Cambridge, MA.
4. Bijker, W.E., Hughes, T.P. and Pinch, T.J. (1987), The Social Construction of Technological Systems: New Directions in the Sociology and History of Technology, MIT Press, Cambridge, MA.
5. Buur, J. and Soendergaard, A. (2000), "Video card game: an augmented environment for user centred design discussions", paper presented at the Designing Augmented Reality Environments (DARE 2000), Helsingør.
6. Buur, J., Binder, T. and Brandt, E. (2000), "Taking video beyond 'hard data' in user centred design", paper presented at the Design Participatory Design Conference (PDC 2000).
7. Callon, M. (1987), "Society in the making, the study of technology as a tool for sociological analysis", in Bijker, W.E. (Ed.), The Social Construction of Technological Systems: New Directions in the Sociology and History of Technology, MIT Press, Cambridge, MA, pp. 83-103.
8. Cooper, A. (1999), The Inmates are Running the Asylum, Sams, Indianapolis, IN.
9. Eiglier, P. and Langeard, P. (1977), Marketing Consumer Services: New Insights, Marketing Science Institute, Cambridge, MA, p. 128.
10. Eriksen, K. (1998), Det Grønne Møbel: et domino projekt, Landsforeningen, Copenhagen.
11. Gaver, B., Dunne, T. and Pacenti, E. (1999), "Design: cultural probes", Interaction, Vol. 6 No. 1, pp. 21-9.
12. Hollins, B. (2006), "Why don't we design out the wait? Engineering designer", The Journal of the Institution of Engineering Designers, Vol. 32 No. 4, pp. 26-30.
13. Hollins, G. and Hollins, B. (1993), Total Design: Managing the Design Process in the Service Sector, Pitman, London.
14. Kumar, V. (2004), User Insights Tool: A Sharable Database for User Research, Design Institute at IIT, Chicago, IL.
15. Kumar, V. and Whitney, P. (2003), "Faster, cheaper, deeper user research", Design Management Journal, Spring, pp. 50-7.
16. Lahlou, S., Jegou, F. and Jeune, R. (2007), "Clipscape: a challenging format for multimedia presentation", available at: www.solutioning-design.net/li/pdf/SOL 034.pdf (accessed 19 December 2007).
17. Law, J. (1987), "Technlogy and heterogeneous engineering: the case of portuguese expansion", in Bijker, W.E. (Ed.), The Social Construction of Technological Systems, MIT Press, Cambridge, MA, pp. 111-34.
18. Lindsay, C. and Rocchi, S. (2003), "'Highly customerised solutions' - the context of use co-research methodology", paper presented at the Innovating for Sustainability, 11th International Conference of Greening of Industry Network, San Francisco, CA, 12-15 October.
19. Manzini, E. (2005), "Enabling solutions for creative communities", Designmatters, No. 10, pp. 64-8.
20. Manzini, E. and Jegou, F. (2000), The Construction of Design Orienting Scenarios, Final Report, SusHouse Project, Faculty of Technology, Policy and Management, Delft University of Technology, Delft.
21. Manzini, E., Collina, L. and Evans, S. (Eds) (2004), Solution Oriented Partnership. How to Design Industrialised Sustainable Solutions, European Commission GROWTH Programme, Cranfield University,Cranfield.
22. Mintzberg, H., Raisinghani, D. and Théorêt, A. (1976), "The structure of 'unstructured' decision processes", Administrative Science Quarterly, Vol. 21 No. 2, pp. 246-75.
23. Morelli, N. (2002), "Designing product/service systems. A methodological exploration", Design Issues, Vol. 18 No. 3, pp. 3-17.
24. Morelli, N. (2006), "Developing new PSS, methodologies and operational tools", Journal of Cleaner Production, Vol. 14 No. 17, pp. 1495-501.
25. Morelli, N. and Loi, D. (2001), "Designing product/service systems. A social construction activity", paper presented at the Desire Designum Design, 4th European Academy of Design conference, Aveiro, April.
26. Morelli, N. and Nielsen, L.M. (2007), "Mass customisation and highly individualised solutions. Stretching mass customisation beyond the traditional paradigm of industrial production", paper presented at the MCPC 07, The 2007 Word Conference on Mass Customisation and Personalisation, Boston, MA.
27. Morelli, N. and Tollestrup, C. (2006), "New representation techniques for designing in a systemic perspective", paper presented at the Engineering & Product Design Education Conference.
28. Nilsen, S., Ohana, M.S., Svarrer, S.C., Thomassen, N.G. and Vestergaard, J. (2006), Delight Assist, Project and Process Report 7, Semester ID, School of Architecture and Design, Aalborg University, Aalborg.
29. Normann, R. (2000), Service Management: Strategy and Leadership in Service Business, 3rd ed., Wiley, New York, NY.
30. Normann, R. (2001), Reframing Business: When the Map Changes the Landscape, Wiley, Chichester.
31. Pine, B.J. and Gilmour, J.H. (1999), The Experience Economy: Work Is Theatre and Every Business a Stage, Harvard Business School, Boston, MA.
32. Pugh, S. and Morley, I. (1988), Total Design. Towards a Theory of Total Design: Design Division, University of Strathclyde, Glasgow.
33. Ramaswamy, R. (1996), Design and Management of Service Processes, Addison-Wesley, Reading, MA.
34. Rocchi, S. and Lindsay, C. (2004), "Users in contexts-of-use", Solution Oriented Partnership. How to Design Industrialised Sustainable Solutions, European Commission Growth Program, European Commission, Brussels, pp. 43-52.
35. Sangiorgi, D. (2004), Design dei Servizi come Design dei Sistemi di Attivitá, Politecnico di Milano, Milan.
36. Shostack, L.G. (1982), "How to design a service", European Journal of Marketing, Vol. 16 No. 1, pp. 49-63.
37. Shostack, L.G. (1984), "Design services that deliver", Harvard Business Review, No. 84115, pp. 133-9.
38. Simon, H. (1965), "Administrative decision making", Public Administration Review, Vol. 25 No. 1, pp. 31-7 (25th anniversary issue).
39. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), "A role theory perspective on dyadic interactions: the service encounter", Journal of Marketing, Vol. 49 No. 1, pp. 99-111.
40. Vandermerwe, S. (2000), "How increasing value to customers improves business results", Sloan Management Review, Vol. 42 No. 1, pp. 27-37.
41. von Hippel, E. (1994), "'Sticky information' and the locus of problem solving: implications for innovation", Management Science, Vol. 40 No. 4, pp. 429-39.
42. von Hippel, E. (1998), "Economics of product development by users: the impact of 'sticky' local information", Management Science, Vol. 44 No. 5, pp. 629-44.