...-specific but offer transferable insights. Future research should examine long-term co-creation mechanisms across diverse cultural and institutional settings. Originality/value This study contributes to service design, quality management and collaborative governance by showing how co-creation can...

... of services marketing to consider service design in third places to support mate choice. Alexandra Zimbatu can be contacted at: a.zimbatu@qut.edu.au 10 02 2023 07 06 2023 15 09 2023 24 10 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use...

... Licensed re-use rights only Using multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides...

...Maricela Salgado; María Valeria De Castro Martínez; Esperanza Marcos Martínez; Marcos López-Sanz; María Luz Martín-Peña Purpose The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change...

... space by allowing for human-centred problem framing and in so doing gives rise to greater diversity in solutions generated. Research limitations/implications Mapping the six constellations of service design outlined in the CPA portfolio to the research team's experiences implementing two different...

...Ane Bast; Maria Taivalsaari Røhnebæk; Marit Engen Purpose This study aims to theorise and empirically investigate how vulnerable users suffering from cognitive impairments can be involved in service design. Design/methodology/approach The data were collected through an ongoing field study...

...Federico Barravecchia; Fiorenzo Franceschini; Luca Mastrogiacomo Purpose Service matching is defined in this paper as the process of combining a new service with one or more existing services. A recurring problem for service designer is to match new services with existing ones. This process may...

...) distinguishes different purposes of service visualizations according to the analysis-synthesis bridge model (Dubberly et al., 2008). He in particular discusses customer journeys and customer journey maps as applied by service designers to interpret customer research. The historical roots...

...Ingo Oswald Karpen; Gerda Gemser; Giulia Calabretta Purpose The purpose of this paper is to advance the current understanding of organisational conditions that facilitate service design. Specifically, the focus is on organisational capabilities, interactive practices and individual abilities...

... used to capture SB effectiveness and indicate market orientation, service climate and service design formality as its three major antecedents. Moreover the degree of complexity and divergence of the service process were found to positively moderate the aforementioned relationships. Research...