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002
Publications

2018

Upframing Service Design and Innovation for Research Impact

Authors
Patricio, L; Gustafsson, A; Fisk, R;

Publication
JOURNAL OF SERVICE RESEARCH

Abstract
Service design and innovation are receiving greater attention from the service research community because they play crucial roles in creating new forms of value cocreation with customers, organizations, and societal actors in general. Service innovation involves a new process or service offering that creates value for one or more actors in a service network. Service design brings new service ideas to life through a human-centered and holistic design thinking approach. However, service design and innovation build on dispersed multidisciplinary contributions that are still poorly understood. The special issue that follows offers important contributions through the examination of service design and innovation literature, the links between service design and innovation, the role of customers in service design and innovation, and service design and innovation for well-being. Building on these contributions, this article develops a future research agenda in three areas: (1) reinforcing and expanding the foundations of service design and innovation by integrating multiple perspectives and methods; (2) advancing service design and innovation by improving the connection between the two areas, deepening actor involvement, and leveraging the role of technology; and (3) upframing service design and innovation to strengthen research impact by innovating complex value networks and service ecosystems and by building a cornerstone for transformative service research.

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

2018

Company social networks: customer communities or supplementary services?

Authors
Martins, C; Patricio, L;

Publication
JOURNAL OF SERVICES MARKETING

Abstract
Purpose The purpose of this study is to contribute to a better understanding of the antecedents and consequences of loyalty to consumer networks hosted by companies in the scope of social networking sites (SNS). These company social networks (CSNs) have traditionally been studied as online brand communities but more research is needed to understand their role for host companies. Design/methodology/approach This study identifies CSN performance dimensions (host reputation, informativeness, communication self-expressiveness, rewarding activity and consumption support) and analyzes how they influence attitudes and behavioral intentions toward CSNs (identification with the community, satisfaction and loyalty) and toward the host company (satisfaction and loyalty). A conceptual model is tested through a survey administered to members of a large grocery retailer CSN on Facebook. Findings Results show that all six identified performance dimensions significantly impact CSN loyalty. However, while self-expressiveness, communication and rewarding activity (which are closely related to social and hedonic value) are predictors of loyalty to the CSN, through the mediation of identification with the community, they neither indirectly (through the mediation of identification) nor directly impact satisfaction with the host. Conversely, informativeness, communication and host reputation are good predictors of loyalty to the CSN, through mediation of satisfaction with the CSN, and also exert an indirect positive influence on satisfaction with the host. Finally, consumption support positively influences loyalty to the CSN through the mediation of identification with the community and directly positively influences satisfaction with the host company. Originality/value These results reveal the dichotomous nature of CSNs, as communities of people with shared interests and supplementary services created by companies to add value to their core offering. While perceptions regarding the community facet are independent from attitude toward the host, perceptions regarding supplementary service are significant predictors of satisfaction with the host. These results offer implications for future research and management of companies' social media presence.

2018

Bringing Design Science Research to Service Design

Authors
Teixeira, JG; Patrício, L; Tuunanen, T;

Publication
Exploring Service Science - Lecture Notes in Business Information Processing

Abstract

2017

Value cocreation in service ecosystems Investigating health care at the micro, meso, and macro levels

Authors
Beirao, G; Patricio, L; Fisk, RP;

Publication
JOURNAL OF SERVICE MANAGEMENT

Abstract
Purpose - The purpose of this paper is to understand value cocreation in service ecosystems from a multilevel perspective, uncovering value cocreation factors and outcomes at the micro, meso, and macro levels. Design/methodology/approach - A Grounded Theory approach based on semi-structured interviews is adopted. The sample design was defined to enable the ecosystem analysis at its different levels. At the macro level was the Portuguese Health Information ecosystem. Embedded meso level units of analysis comprised eight health care organizations. A total of 48 interviews with citizens and health care practitioners were conducted at the micro level. Findings - Study results enable a detailed understanding of the nature and dynamics of value cocreation in service ecosystems from a multilevel perspective. First, value cocreation factors are identified (resource access, resource sharing, resource recombination, resource monitoring, and governance/institutions generation). These factors enable actors to integrate resources in multiple dynamic interactions to cocreate value outcomes, which involve both population well-being and ecosystem viability. Study results show that these value cocreation factors and outcomes differ across levels, but they are also embedded and interdependent. Practical implications - The findings have important implications for organizations that are ecosystem actors (like the Portuguese Ministry of Health) for understanding synergies among value cocreation factors and outcomes at the different levels. This provides orientations to better integrate different actor roles, technology, and information while facilitating ecosystem coordination and co-evolution. Originality/value - This study responds to the need for a multilevel understanding of value cocreation in service ecosystems. It also illuminates how keystone players in the ecosystem should manage their value propositions to promote resource integration for each actor, fostering resource density and ecosystem viability. It also bridges the high-level conceptual perspective of Service-Dominant logic with specific empirical findings in the very important context of health care.

Supervised
thesis

2017

Leveraging Service Design as a multidisciplinary approach to Service Innovation: Integrating multidisciplinary contributions to Service Design

Author
Maíra Prestes Joly

Institution
UP-FEUP

2017

Designing Product-Service System solutions for value co-creation - Integrating Product-Service System and Service Design approaches

Author
Nina Diana Oliveira da Costa

Institution
UP-FEUP

2016

An integrated method for designing product-service system value-propositions in manufacturing and service industries

Author
Nina Diana Oliveira da Costa

Institution
UP-FEUP

2016

Multicanal: Estudo da satisfação do cliente nos diferentes canais de contacto com uma empresa de acessórios de moda

Author
Ana Rita Maia Monteiro da Silva

Institution
UP-FEUP

2016

Service Design para a experiência do cliente num contexto B2B

Author
Ana Rita Pires Pereira

Institution
UP-FEUP