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Publications

2018

Service Design for Value Networks: Enabling Value Cocreation Interactions in Healthcare

Authors
Patricio, L; de Pinho, NF; Teixeira, JG; Fisk, RP;

Publication
Service Science

Abstract

2017

The MINDS Method: Integrating Management and Interaction Design Perspectives for Service Design

Authors
Teixeira, JG; Patricio, L; Huang, KH; Fisk, RP; Nobrega, L; Constantine, L;

Publication
JOURNAL OF SERVICE RESEARCH

Abstract
As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary methodthe Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research.

2012

Customer experience modeling: From customer experience to service design

Authors
Jorge Daniel Teixeira; Lia Patrício; Leonel Nóbrega; Raymond Fisk; Larry Constantine

Publication
Journal of Service Management - Journal of Service Management, vol.23, no.3, pp.362-376

Abstract

Supervised
thesis

2017

Combater a solidão através de serviços de base tecnológica: um estudo exploratório no contexto português

Author
Joana Severina Correia Saldanha de Oliveira

Institution
UP-FEUP

2017

Understanding the customer experience with home comfort and energy services

Author
Vânia Patrícia da Costa Mota

Institution
UP-FEUP