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How to Design a Service
Abstract
Suggests that behavioural hypothesis, which rearranges or alters any element, by design or accident, will change the overall entity, just like changing bonds or atoms in a molecule creates a new substance, and this is known as molecular modelling — and this can help the marketer to better understand any market entity. States that the first step towards rational service design is a system for visualizing this phenomenon, enabling services to be given proper position and weight in the market entity context. Proposes that people are essential evidence of a service and how they are dressed or act has a bearing on this. Identifies benefits, standards and tolerances, and discusses modifications using tables and figures for emphasis. Concludes that modelling and blueprinting offer a system for marketers which can lead to the kind of experimentation and management necessary to service innovation and development.
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Citations
Cited by
The servitization of manufacturing: A review of literature and reflection on future challenges
Baines, T. S., Lightfoot, H. W., Benedettini, O., & Kay, J. M. (2009) · Journal of Manufacturing Technology Management · doi:10.1108/17410380910960984 · Cited by 1,541
Customer experience: fundamental premises and implications for research
Becker, L., & Jaakkola, E. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00718-x · Cited by 944
Improving service quality through customer journey analysis
Halvorsrud, R., Kvale, K., & Følstad, A. (2016) · Journal of Service Theory and Practice · doi:10.1108/jstp-05-2015-0111 · Cited by 267
Karwan, K. R., & Markland, R. E. (2006) · Journal of Operations Management · doi:10.1016/j.jom.2005.06.003 · Cited by 107
Overcoming design fixation: Design by analogy studies and nonintuitive findings
Moreno, D. P., Blessing, L. T., Yang, M. C., Hernández, A. A., & Wood, K. L. (2016) · Artificial Intelligence for Engineering Design, Analysis and Manufacturing · doi:10.1017/s0890060416000068 · Cited by 79
Metadata
- Authors
- Lynn Shostack, G.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 1982-01-01
- Volume
- 16
- Issue
- 1
- Pages
- 49-63
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2084486980
- Cited by
- 1,035
- References
- 0
- FWCI
- 7.25
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
