Service engineering—methodical development of new service products

Bullinger, Hans‐Jörg; Fähnrich, Klaus-Peter; Meiren, Thomas

doi:10.1016/s0925-5273(03)00116-6

Cited by 356 publications

(210 citation statements)

References 12 publications

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“…Morelli 2002Morelli , 2006 Other methods that did not fulfil all criteria but that show interesting potential in developing PSS are cited. Bullinger et al (2003) proposed methods to systematise the development of services and discuss transferring product development experience into the service sector. Weber et al (2004) introduce the concept of Property-Driven Design/Development (PDD) to develop a methodology for developing PSSs.…”

Section: The Dimensions Of Pss Designmentioning

confidence: 99%

A review of product–service systems design methodologies

Vasantha

Roy

et al. 2012

Journal of Engineering Design

314

179

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This version is available at https://strathprints.strath.ac.uk/42333/ Strathprints is designed to allow users to access the research output of the University of Strathclyde. Unless otherwise explicitly stated on the manuscript, Copyright © and Moral Rights for the papers on this site are retained by the individual authors and/or other copyright owners. Please check the manuscript for details of any other licences that may have been applied. You may not engage in further distribution of the material for any profitmaking activities or any commercial gain. You may freely distribute both the url (https://strathprints.strath.ac.uk/) and the content of this paper for research or private study, educational, or not-for-profit purposes without prior permission or charge.Any correspondence concerning this service should be sent to the AbstractProduct-Service Systems (PSS), motivated to fulfil customers' needs, are seen as good strategies to face today's competitive business environment. The field of PSS research is however not fully mature and many different methodologies are proposed for PSS design. This paper seeks to understand the directions taken in eight state-of-the-art methodologies so as to identify common needs in future research. The methodologies are studied across their authors' views and definitions of services, PSS and their objectives and challenges, along with the tools that have been developed. A maturity model is built to access current PSS design across 20 dimensions. The model highlights that only three dimensions are strongly treated: design processes for integrating products and services, definitions of new terminologies and considerations concerning planning and designing lifecycle phases. To enhance the industrial application, collaboration between researchers and practitioners can be spurred through two challenges: common ontology and models for representation of PSS. Particular attention must also be placed on sustainability as current models do not support the generation of sustainable PSS. As a whole, the review shows that the PSS design is still in initial stages of development and substantial research is required to develop a practical PSS design methodology.

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Section: The Dimensions Of Pss Designmentioning

confidence: 99%

A review of product–service systems design methodologies

Vasantha

Roy

et al. 2012

Journal of Engineering Design

314

179

View full text Add to dashboard Cite

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“…But since much of the service economy's fastest growth is taking place in Internet-based self-service and Web-based computer-to-computer services, many have called for a new discipline of services design that extends the existing design methods to these new domains. This new discipline has been called Service Engineering (Bullinger et al 2003), Service Science, Management and Engineering (SSME) (Maglio et al 2006), and Service Systems Engineering (Tien and Berg 2003).…”

Section: Service Intensity {And or Vs} Informationmentioning

confidence: 99%

Designing service systems by bridging the “front stage” and “back stage”

Glushko

Tabas

2009

Inf Syst E-Bus Manage

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Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the ''service experience'' is primarily determined during this final ''service encounter'' that takes place in the ''front stage.'' This emphasis discounts the contribution of the activities in the ''back stage'' of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a ''service system.'' We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back stage) methods for designing information-intensive applications.Keywords Service design Á Service systems Á Service quality Á User modeling Á Model-based user interfaces Á Self-service 1 Traditional concepts in service design and service qualityThe services sector was initially considered as a tertiary and residual economic category after agriculture and manufacturing. Many classification systems for services contained long lists of categories in which one person provides a service to

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“…Obviously, there are various ways to describe the NSD process [30] as shown in Table 1. Most NSD processes are the waterfall models [31] that have adopted sequential structure [27]. First, Bowers (1987) [32] suggested a normative market driven process of NSD for hospitals.…”

Section: Literature Reviewmentioning

confidence: 99%