Theory-Based Design Principles for Digital Service Innovation

Rose, Jeremy; Göbel, Hannes; Cronholm, Stefan; Holgersson, Jesper; Söderström, Eva; Hallqvist, Carina

doi:10.2979/eservicej.11.1.01

Cited by 5 publications

(3 citation statements)

References 42 publications

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“…These include attributes such as the functioning of the site, ease of use, information quality and security (Stiakakis and Georgiadis, 2009). Nevertheless, the supply-side studies acknowledge the underlying basis to attain systemic qualities, which include coordination and communication between departments, organisational culture and management support (Curtis, 2019;Rose et al, 2019;United Nations, 2020). The list of existing service quality models built in the public and non-public organisations setting from both supply and demand side context is illustrated in Table 4.…”

Section: Service Quality Modelsmentioning

confidence: 99%

A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress

Ramakrishnan

Wong

Chit

et al. 2022

IJQRM

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PurposeThis paper presents a conceptual model that links digital government service quality with organisational intelligence (OI) traits and occupational stress among the service providers in the public sector.Design/methodology/approachThis is a conceptual paper that carries out a systematic review of the key literature from 1978 to 2021, concerning the evolution of models, scales and dimensions attributing to digital government service quality, OI traits and occupational stress. Following this, a new conceptual model is proposed to reflect the need of today's public service delivery from a broader perspective.FindingsBased on the reviews of the existing models, there is no convincing evidence of the existence of a conceptual model that incorporates digital government service quality, OI traits and occupational stress from the public service providers' viewpoint. Therefore, a conceptual model, with occupational stress acting as a mediator between various OI traits and digital government service quality, is presented as a comprehensive framework to heighten the quality of the public service delivery.Originality/valueThis paper explores the gap in the current service quality studies and proposes a conceptual model that is more reflective of today's public service delivery. Firstly, it helps better understand digital government service quality from a much less focused area, the supply side (service providers) standpoint as opposed to the demand side (citizen) viewpoint (citizen). Secondly, it extends the understanding of performance and evaluation of public service delivery from perspectives such as knowledge utilisation, strategic alignment and participatory decision-making. Thirdly, it extends the literature on digital service quality from a non-technological perspective, as to how it is influenced by employees' psychological well-being factors.

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Section: Service Quality Modelsmentioning

confidence: 99%

A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress

Ramakrishnan

Wong

Chit

et al. 2022

IJQRM

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“…Fonte: Adaptado de Stickdorn et al (2020). Rose et al (2019) entendem que para promover a inovação, o design de serviço precisa atender as necessidades e expectativas dos usuários. A partir daí é que surgem as oportunidades para a cocriação dos novos projetos, que possibilitam a inovação e o redesenho dos serviços.…”

Section: Holísticounclassified

Design, inovação e colaboração cidadã: reflexões sobre os processos de comunicação no governo

SZPIZ¹,

MONAT²,

PATROCÍNIO³

2022

Blucher Design Proceedings

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O presente artigo contribui para o campo do design e sua relação com o setor público, apresentando resultados preliminares de uma pesquisa sobre o tema colaboração cidadã no setor público. A questão principal reside em mostrar como os processos de comunicação do governo com a sociedade podem se beneficiar por meio da colaboração cidadã e do uso do design como estratégia de inovação no setor público. O principal achado, no escopo desse estudo, é a constatação de que os modelos de comunicação do governo com a sociedade não contemplam a participação do cidadão de forma que suas contribuições sejam levadas ao conhecimento público. Por isso, foi proposto um modelo hipotético de comunicação, que inclui a publicização da contribuição dos cidadãos para a sociedade, denominado de G2C2G2S, que se trata de um processo de comunicação que liga o Governo à colaboração do cidadão, cujo conteúdo é disponibilizado para a sociedade.Palavras-chave: Design; Governo; Comunicação. This article contributes to the field of design and its relationship with the public sector, presenting preliminary results of a research on the topic of citizen collaboration in the public sector. The main issue lies in showing how the government's communication processes with society can benefit through citizen collaboration and the use of design as an innovation strategy in the public sector.The main finding, within the scope of this study, is that the government's communication models with society do not include citizen participation so that their contributions are made public. Therefore, a hypothetical communication model was proposed, which includes publicizing the contribution of citizens to society, called G2C2G2S, which is a communication process that links the Government to the citizen, whose collaborative content is made available to society.

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“…Improving service methods, various types of services, service quality, service goals, service design with green environmental conditions, resources and corporative support of service providers (Jonas et al, 2018). GSD's innovation capabilities can be seen in how service producers design, implement and evaluate service objectives (Colm et al, 2019), utilizing a specific competency and skills base (Chester et al, 2018), creating industrial organizational intelligence (Rose et al, 2019), creating creativity and idea management, shaping structures and systems, creating a culture and atmosphere that promotes services, and being able to master technology management (Winkler & Wulf, 2019). In the organization of the innovation industry known as strategic management decisions (Lewnes & Keller, 2019), (Guo, 2019).…”

Section: Definitionmentioning

confidence: 99%

Re-Investigating the Roles of Green Service-scape to Improve Tourism Performance Marketing Service Dominant Logic Perspective: A Literature Review

Simanjuntak

Banjarnahor

2021

Quant. Econ. Manag. Stud.

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This study aims to investigate previous research on the co-creation of Green Service-scape Destination (GSD) specifically concerning definitions, theories used, research themes, methodologies, and contexts; studied in accordance with the perspective of Service Dominant Logic (SDL). This study used bibliometric analysis and used Publish or Perish software with Google Scholar as the database. A total of 183 articles published in 122 journals from 2010 to 2020 were selected. This study used systematic data to reveal trends in development markets and qualitative inductive analysis to define relevant themes within the topic. Search results according to keywords, found that the total number of research articles there are 1246, with the most cites themed SDL totally 910. This study provides future directions for research on GSD. GSD generates increased variety of tourist needs through proactive green innovation activities in efforts to adjust services. GSD provides improved methods, types, quality and service design with green environmental conditions, resources and service provider corporate support. To get the maximum advantage of layout and atmosphere is given added value through Innovation. This study reveals trends in co-creation GSD and sustainable marketing performance has the potential to generate job opportunities, empower resources effectively and strategically, increase social expectations and awareness, improve the economy and meet the needs of destinations and the sustainability of a value chain.

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Theory-Based Design Principles for Digital Service Innovation

Cited by 5 publications

References 42 publications

A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress

A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress

Design, inovação e colaboração cidadã: reflexões sobre os processos de comunicação no governo

Re-Investigating the Roles of Green Service-scape to Improve Tourism Performance Marketing Service Dominant Logic Perspective: A Literature Review

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