Title :
Empirical assessment of an integrative service design framework
Author :
Zhou, Qi ; Tan, Kay Chuan
Author_Institution :
Dept. of Ind. & Syst. Eng., Nat. Univ. of Singapore, Singapore, Singapore
Abstract :
Building on previous service design theories, the authors propose an integrative framework for service design. Through an extensive literature review and qualitative fieldwork in eight Asian service organizations, the authors specify nine constructs with 62 measurement items. These are validated and refined using data from 28 survey respondents. The authors further explore the relationship among the constructs and discuss the theoretical and managerial implications.
Keywords :
customer services; design engineering; organisational aspects; Asian service organizations; customer service; integrative service design framework; Buildings; Design engineering; Process design; Production; Systems engineering and theory; Technological innovation; Testing; Uncertainty; Service design; empirical; framework;
Conference_Titel :
Industrial Engineering and Engineering Management, 2009. IEEM 2009. IEEE International Conference on
Conference_Location :
Hong Kong
Print_ISBN :
978-1-4244-4869-2
Electronic_ISBN :
978-1-4244-4870-8
DOI :
10.1109/IEEM.2009.5373017