The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
The service concept: the missing link in service design research?
Abstract
The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization’s strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Cited by
Framing Design Thinking: The Concept in Idea and Enactment
Carlgren, L., Rauth, I., & Elmquist, M. (2016) · Creativity and Innovation Management · doi:10.1111/caim.12153 · Cited by 625
User‐centered design for psychosocial intervention development and implementation.
Lyon, A. R., & Koerner, K. (2016) · Clinical Psychology: Science and Practice · doi:10.1111/cpsp.12154 · Cited by 478
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 322
Service innovation and performance in SMEs
McDermott, C. M., & Prajogo, D. I. (2012) · International Journal of Operations & Production Management · doi:10.1108/01443571211208632 · Cited by 226
Life Cycle Simulation for the design of Product–Service Systems
Garetti, M., Rosa, P., & Terzi, S. (2012) · Computers in Industry · doi:10.1016/j.compind.2012.02.007 · Cited by 156
Metadata
- Authors
- Goldstein, S. M., Johnston, R., Duffy, J., & Rao, J.
- Venue
- Journal of Operations Management
- Publisher
- Wiley
- Published
- 2002-01-13
- Volume
- 20
- Issue
- 2
- Pages
- 121-134
- ISSN
- 0272-6963 (ISSN-L)
- 1873-1317
- OpenAlex
- W2116201926
- Cited by
- 766
- References
- 2
- FWCI
- 36.95
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: The service concept: the missing link in service design research? https://app.cochat.ai/papers/10.1016/s0272-6963(01)00090-0
- The paper
- Goldstein, S. M., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: the missing link in service design research? Journal of Operations Management. https://doi.org/10.1016/s0272-6963(01)00090-0
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
