Culture has grown remote from the general public and needs to be recaptured. Social and economic recognition of the role culture plays is essential and can only come about if culture is for all, not just for the few. New audiences, new demands and new business models: the sector needs to open...

Despite service supply chain is emerging as a new research hot topic, the systematical theoretical framework of service supply chain management still remains unexplored. The intent of this research is to examine the research progress of service supply chain management, address some key problems...

How can service firms manage displays of frontline service employees most effectively? Building on organizational control theory, this research develops a typology of employee display controls for routine service delivery that distinguishes three formal controls (aesthetic, emotional, and...

An interactive method for service design has been proposed for services that heavily depend on human expertise and performance. In this method a simulation model of the service processes is to be constructed based on ethnographic field observation, and then the model is to be validated by...

A major challenge in service design is the ability to generate useful service concepts for development. New service concepts, however, are often difficult for customers to articulate. In this study we address the idea generation stage of the service development process and suggest the...

Aubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggest that the longer people wait, the less satisfied they become; we demonstrate that because of what we term the labor illusion, when websites engage in...

This study furthers the on-going debate about the design of efficient, high-quality healthcare delivery by adding new insights about the coordination of intra-sector services. Insights come from an embedded single case study about the design of a Regional Agency in Lombardy (Northern Italy) to...

A service experience corresponds to a social process whose "production" involves both a provider and a client. This production process that leads to a problem resolution does not follow a linear sequence, as in the case of industrialized organizations. Through ethnomethodology, we are able to...

Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...

This paper presents current trends in service design research concerning large scale projects aimed at generating changes at a local scale. The strategy adopted to achieve this, is to co-design solutions including future users in the development process, prototyping and testing system of...