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 …

In the 1960s, influential thinkers defined design as a rational problem-solving approach to
deal with the challenges of sustainable human development. In 2009, a design consultant …

The transformative potential of service design rests on its ability to enable people to
intentionally shape institutionalized social structures. To avoid simply reproducing social …

Purpose In recent decades, customer experiences (CXs) have gained considerable
attention from both academics and service industries. However, the role of digital …

Purpose To deliver superior customer experiences, retailers are increasingly turning to
augmented reality (AR) technologies for new digital services that can enhance their …

The increasingly interconnected world is leading to continuous and profound
transformations within and among service systems (eg, firms, industries, societies). While …

Innovation in business-to-business (B2B) contexts deals with highly dynamic, complex, and
heterogeneous constellations of stakeholders with a diversity of goals, motives, and …

The digital transformation offers new opportunities for organizations to expand their existing
service portfolio in order to achieve competitive advantages. A popular way to create new …

In recent decades, there has been a growing recognition of the strategic importance of
services in driving industrial competitiveness, leading to a surge in multidisciplinary …

Although the entrepreneurship strategy is demonstrated by evidence as a path to enhance
the performance of service firms, the question of how it happens has yet to be adequately …