...Eva Liisa Kubinyi; Josina Vink Purpose This article aims to investigate how service design can aid actors in cultivating institutional imagination – their ability to speculate on alternative constellations of widely shared and entrenched logics in service ecosystems. Design/methodology/approach...

... for conducting this study. Personal AI-agent Consumer vulnerability Agency Agentic Inversion of control Service design Customer experience © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only 14 04 2025 29 10 2025 19 12 2025 Gautam...

... Limited Licensed re-use rights only Experience design Service design Service delivery system Customer experience Consumption goals Prevention orientation Regulatory focus theory Until recently, the customer experience phenomenon was almost the exclusive domain of firms whose primary...

...Francesco Mazzarella; Andrew May; Val Mitchell Purpose This paper discusses how service design can be used to activate a transition of textile artisan communities towards a sustainable future. Design/methodology/approach Two participatory case studies were undertaken with textile artisans...

...Johanna Gummerus; Jacob Mickelsson; Jakob Trischler; Tuomas Härkönen; Christian Grönroos Purpose This paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the service design process. Design...

... at http://creativecommons.org/licences/by/4.0/legalcode Service journey Customer journey Service delivery Customer experience Touchpoint Service quality Service design The notion of satisfying customers through service excellence is a cornerstone of service research and practice...

... outsourcing parts of the service delivery process to third parties, this research contributes to the service design, service triad and service operations literature. Specifically, this study shows that customer outsourcing decisions impact waiting experience formation with the focal service provider...

... justice) and research approaches for serving humanity (service design and community action research). Research implications ServCollab seeks to advance the service research field via large-scale service research projects that pursue theory building, research and action. Service inclusion is the first...

... 2020 Emerald Publishing Limited Licensed re-use rights only This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service...

... and that various service design issues are dictated by the presence or absence of customer contact. The purpose of this article is to reevaluate the customer contact approach in light of advanced digital technologies. Design/methodology/approach The authors review the origins and history of the customer...

... Publishing Limited Licensed re-use rights only The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative service research (TSR) to create greater synergetic effects to advance wellbeing and drive social impact...

...Jorge Grenha Teixeira; Lia Patrício; Tuure Tuunanen Service design plays an increasingly important role in service research, as it brings new service ideas to life (Ostrom et al., 2010), thus enabling new forms of value co-creation with customers, organizations and societal actors...

...Maíra Prestes Joly; Jorge Grenha Teixeira; Lia Patrício; Daniela Sangiorgi Purpose Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential...

...Josina Vink; Bo Edvardsson; Katarina Wetter-Edman; Bård Tronvoll Purpose The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation...

... scholars to use design to create inclusive service systems worldwide by the year 2050. The authors establish the moral imperative of design for service inclusion. Well-being Service design Transformative service research Vulnerable consumers Service inclusion Unfair service systems have...

... Technological innovation Value creation Service design Customer experience Service ecosystem Customers seek to engage with service brands and interact with service organizations that enable superior experiences (Lemon and Verhoef, 2016). Organizations respond to customers and shape markets by designing...

... networks. Value co-creation/destruction Value networks Socially assistive robots Elderly care services Future service scenarios Service design The success of a new service depends on the value it creates for the user but also on the value it creates or destroys for the network in which...

... The purpose of this paper is to explore the conditions under which a co-design team comprised of in-house professionals and leading-edge service users can generate innovative service design concepts. The investigation used a field-experimental design to conduct two studies. Observations and open-ended...

... impoverished. © Emerald Group Publishing Limited 2016 Transformative service research Systems theory Service design Base of the pyramid Community action research A Vision for the Service Research Community – “A Dream with a Deadline”. By 2020, to help improve the lives...

...Professor Anders Gustafsson and Professor Roderick J. Brodie; Tor Wallin Andreassen; Per Kristensson; Line Lervik-Olsen; A Parasuraman; Janet R McColl-Kennedy; Bo Edvardsson; Maria Colurcio Purpose – The purpose of this paper is to develop a framework for understanding service design and how...