Adopting a life cycle innovation process model, including innovation creation, diffusion, and
evaluation, this research analyzed the knowledge development of service innovation …

Based on service-based value propositions, product-service systems (PSS) are commonly
understood as a means to realize circular economy. However, the design of value …

Purpose Technological disruptions such as the Internet of Things and autonomous devices,
enhanced analytical capabilities (artificial intelligence) and rich media (virtual and …

To mainstream sustainability, we need to understand the value gained from sustainability by
users. We apply a user-centred design methodology to develop an agile, iterative …

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 …

Service innovation is a key source of competitive differentiation across firms and markets.
Despite growing attention from practitioners and academics alike, systematic scholarly …

Purpose This paper explores how service design can contribute to the evolution of health
service systems, moving them toward people-centered, integrated and technology-enabled …

To revamp with new creative age characterized by ongoing digital transformation, more and
more industries are capitalizing on digital innovation for their sustainable business growth …

Purpose This study aims to serve as an important resource for customer engagement (CE)
researchers by presenting a comprehensive, up-to-date and objective assessment of the …

Purpose The quality of the customer journey has become a critical determinant of successful
service delivery in contemporary business. Extant journey research focuses on the customer …