Towards Design Principles for Aligning Human-Centered Service Systems and Corresponding Business Models

Kleinschmidt, Stefan; Burkhard, Barbara; Hess, Manuel; Peters, Christoph; Leimeister, J. M.

doi:10.2139/ssrn.3159144

Cited by 13 publications

(5 citation statements)

References 45 publications

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“…Therefore, authors have called for positioning the user experience goal as a part of the strategy [2] and placing it before the product [37]. In the last pairing of service design and the business model, integration is in its infancy [38], since service design usually misses the commercialization aspect, and an alignment of the values in the service system and the business model needs guidance [39]. Figure 2 depicts the triangle framework of these three fields, with a common central notion of value co-creation, which underlies the logic of all three design aspects based on the SDL premise of value co-creation.…”

Section: Literature Reviewmentioning

confidence: 99%

User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement

Musulin,

Strahonja

2023

Sustainability

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Companies in all businesses need efficient and user-friendly tools for experience design in a fast-paced digitalized world searching for sustainability. Although there are hundreds of methods and models in the interdisciplinary area of experience design, a general methodological framework for capturing the user experience as a personal outcome of the interaction with digitalized products and services into the value proposition of a business model is missing. In this paper, we develop a methodological framework for service design that guides the experience design process, aiming to enrich the value proposition with user experience in a business model. The framework is developed by integrating the fields of user experience design, service design, and business model design based on the notion of service-dominant logic and following design science principles. The framework is evaluated according to the design science methodology by applying multiple case studies in seven small and medium-sized companies in Croatia.

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Section: Literature Reviewmentioning

confidence: 99%

User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement

Musulin,

Strahonja

2023

Sustainability

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“…But alignment of the value proposition, and other elements, in business models and service systems is not fully realized (Chandler & Lusch, 2015), which leads to service innovation failures (Kindström & Kowalkowski, 2014). Service design and business model design processes are usually separated, as is the evaluation of their respective outcomes, which endangers the creation of the value promised to customers and company performance (Kleinschmidt & Peters, 2017). reflection, and implementation phases (Patrício et al, 2018).…”

Section: Service Design Business Model New Service Development and Service Innovationmentioning

confidence: 99%

“…The integration of the business model into service design is in its infancy as service design usually lacks the commercialization aspect (Witell, Snyder, Gustafsson, Jadranka Musulin and . While the integration of different perspectives in service design is a common subject of academic discussion (Patrício, Fisk, Falcão e Cunha, & Constatine, 2011;Wetter-Edman et al, 2014;Ostrom, Parasuraman, Bowen, Patrício, & Voss, 2015;Teixeira et al, 2017;Patrício, Gustafsson, & Fisk, 2018), very few works elaborate business model and service design alignment (Kleinschmidt, Burkhard, Hess, Peters, & Leimeister, 2016;Chew, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…Kindström and Kowalkowski (2014) notice that innovations are too focused on the service newness disregarding other business model elements that can be a source of new opportunities and change. Following a design science research approach, Kleinschmidt et al (2016) define two principles for aligning service design and business model design via the value proposition:…”

Section: Introductionmentioning

confidence: 99%

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Business Model Enriched With User Experience, as a Systemic Tool in Service Design

Musulin

Strahonja

2021

CES

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Service design and business model design are considered in the literature as separate approaches to value creation for the customer. User experience, as a concept that represents a holistic emotional and meaningful result of the interaction with information technologies, is nowadays an important ingredient of the customer value. This paper aims to theoretically set the ground for using the business model concept as a systemic tool in service design that will support the design for user experience. Against this background, we ask: Can the business model concept successfully represent a system that is required for the value proposition-based service exchange? We investigate this question based on service-dominant logic and accompanying service science, and semantically compare elements of the service system, service ecosystem, and ten service science basic concepts. The analysis shows that the business model canvas, the chosen model for business model representation, satisfies the systemic perspective and can erve as a system platform for integrating with service design.

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“…The integration of different actors in the service system is challenging as ICT can substitute employees (Ostrom et al 2015), which implies different adoption processes (Peters et al 2015). This insight is especially relevant for HCSSs as personal interactions are essential for the value creation (Kleinschmidt et al 2016). An innovation toward a technology-centered service system will change the entire service (Bitner et al 2000).…”

Section: Ict-enabled Service Innovationmentioning

confidence: 99%

ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review

2016

Self Cite

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In numerous studies, information and communications technology (ICT) has been shown to be an enabler of service innovations in human-centered service systems (HCSSs). The resulting findings, however, have not been presented in a systematic way. Therefore, we present an integrated and representative overview of the literature on ICT-enabled service innovation in HCSSs. To show the existing findings, we reviewed papers from top journals in the fields of management science, information systems, service research, and innovation management. By using a systematic literature review, we identified 37 relevant papers. We systematically assessed the papers based on an analytical framework that consists of a four-phase management process and the components of service systems. We showed that the research background and the research methods used in the papers are very diverse, representing a large research field with a varying degree of knowledge. Based on our findings, we derived a specific agenda for future research.

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Towards Design Principles for Aligning Human-Centered Service Systems and Corresponding Business Models

Cited by 13 publications

References 45 publications

User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement

User Experience, Business Models, and Service Design in Concert: Towards a General Methodological Framework for Value Proposition Enhancement

Business Model Enriched With User Experience, as a Systemic Tool in Service Design

ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review

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