| Service system | A set of inter-related structures that support and enable value co-creation among actors (Edvardsson et al., 2012) | Social structures in service systems are key to understand and enhance value co-creation (Edvardsson and Tronvoll, 2013) | Socio-technical systems (Secomandi and Snelders, 2011) | Customer-oriented experience systems (Mahr et al., 2013) | Back-office and front-office of service delivery systems (Roth and Menor, 2003) | Service system is a basic theoretical construct in service science (Maglio and Spohrer, 2008) | Service interactions cannot be separated from the overall service system (Sangiorgi, 2009) |
| Service interface | Service interface includes material artifacts, environments, embodied human interactions, diffuse phenomena appealing to the senses (as the tastes, smells, sounds) and all the service evidences that intermediate service encounters. (Secomandi and Snelders, 2011) | Service clues and servicescape (Bitner, 1992) | Materiality of service interface (Kimbell, 2011) | Conceptualizing brand experience as sensations, feelings, cognitions, and behavioral responses evoked by brand-related stimuli (Brakus et al., 2009) | Service evidences (Shostack, 1984) | User interfaces (Glushko, 2010) | Service interface is made up of people, products, information and environments that support the user experience (Sangiorgi, 2009) |
| Service concept/value proposition | Set of potential benefits offered to customers and/or other stakeholders. (Patrício et al., 2011; Frow et al., 2014) | Value propositions (Frow et al., 2014) | Service offerings that address social and economic problems (Burns et al., 2006) | New forms of value co-creation within service networks (Akaka et al., 2012) | Service concept defines the how and the what of service design (Goldstein et al., 2002) | New service offerings supported by online tracking systems to increase operations efficiency. (Chesbrough and Spohrer, 2006) | Service as a mean for new forms of interactions between stakeholders (Zimmerman et al., 2011) |
| Service delivery process | Process of applying specialized competences (knowledge and skills) to enable service among actors. (Chen et al., 2009) | New forms of value co-creation throughout the service delivery process (Patrício et al., 2011) | Design of customer journeys (Steen et al., 2011) | Design of employees’ roles as key supporters of customer experience in the service delivery system (Parish et al., 2008) | Design of service operations (Sampson, 2012) | Design of information-intensive service delivery processes (Glushko, 2010) | – |
| Technology | All the IT artifacts/systems used to enable the service and/or the service design process. (Hara et al., 2009; Lee, 2013) | – | – | – | Technology that supports the service delivery system (Roth and Menor, 2003) | Systems of human-ware, hardware and software in services (Hara et al., 2009) | Crowd-sourcing social computing systems to support service (Zimmerman et al., 2011) |
| Service design process | Process to create new service or improve existing one. (Stickdorn and Schneider, 2011) | – | Use of co-design to support engagement of stakeholders (Steen et al., 2011) | Use of aesthetic design to appeal to the human senses and create meaning for service (Candi, 2010) | – | – | Using of prototyping as external representations (Blomkvist and Segelström, 2014) |