Design for experience – a public service design approach in the age of digitalization

Trischler, Jakob; Trischler, Jessica Westman

doi:10.1080/14719037.2021.1899272

Cited by 69 publications

(48 citation statements)

References 94 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Focusing on the “service” aspect of public services, the authors offered research directions where service management theory can contribute, in part, to improving the efficiency and effectiveness of these services. The second, Trischler and Trischler (2021), took a similar approach, while focusing specifically on how the digitization of public services facilitates value co-creation in public services. Further research questions that emerged from our data include the following: How can technology enable the delivery of public services fairly and respectfully?…”

Section: Service Research Prioritiesmentioning

confidence: 99%

Service Research Priorities: Designing Sustainable Service Ecosystems

Fotheringham

Subramony

et al. 2021

Journal of Service Research

108

129

View full text Add to dashboard Cite

This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify service research priorities that push the boundaries of extant research. In a companion piece, we focused on four service research priorities related to managing and delivering service in turbulent times. Further, we identified a set of stakeholder-wants from the literature and included research questions that tie key stakeholder-wants to each of the three priorities in this article and the four priorities in the companion article. Here, we highlight the critical importance of scholarship and practice related to the design of sustainable service ecosystems and discuss three key service research priorities: large-scale and complex service ecosystems for transformative impact (SRP5), platform ecosystems and marketplaces (SRP6), and services for disadvantaged consumers and communities (SRP7). We call for an engaged service scholarship that considers the interrelationships among consumers, organizations, employees, platforms, and societal institutions and pursues transformative goals.

show abstract

Section: Service Research Prioritiesmentioning

confidence: 99%

Service Research Priorities: Designing Sustainable Service Ecosystems

Fotheringham

Subramony

et al. 2021

Journal of Service Research

108

129

View full text Add to dashboard Cite

show abstract

“…This concept is not just applied to the internal team but also to the services provided by the enterprises. Recent research reported that in the age of digitalization, service design is focusing on intra-organizational processes and service delivery, with limited attention being paid to the actual user experience [41,42]. However, a special finding is that service innovation in businesses that uses painting creation as a medium pays special attention to the impact on the consumer experience with the service.…”

Section: Discussionmentioning

confidence: 99%

The Service Innovation Factor in Painting Creation Enterprises from the Service-Dominant Logic Perspective

Lin

2022

ASI

View full text Add to dashboard Cite

This paper describes a study of the elements of service innovation for artistic painting creation enterprises from the service-dominant logic point of view. This research mainly aimed to (1) explore how to integrate the concepts of service innovation for companies (service provider) providing painting as their service in their business model, and (2) to explore that how consumers (service receiver) can evaluate their experience value as well as achieve value co-creation through the service process under the service innovation model. Here, a multiple case-detailed CEO-interview-based methodology was used with four corporate companies that provide artistic painting creation services. The findings showed that, as painting is the core content of the service, the process not only meets the emotional needs of consumers through its operations, but also develops innovations in the business model to solve social issues. This research applies the viewpoint of art in the service science field and combines creative and innovative thinking with business operations. The outcome has practical implications for enhancing the social value of business structures and enabling value co-creation under the development of creative industries. In conclusion, the popularity and accessibility of using painting as a service reinforces painting creation to develop internal expression channels that can be used as service innovation for the development of businesses in the creative industries.

show abstract

“…This level links into the PAM theory of collaborative governance (Ansell & Gash, 2008;Torfing & Ansell, 2017). The service processes require the active engagement of public service managers in their design/co-design, co-production and delivery (for example Radnor et al, 2014;Trischler & Westman-Trischler, 2021). This is the level of the PSE where public service managers have to engage most-with other organizations and service delivery processes, as well as with key stakeholders.…”

Section: Service Levelmentioning

confidence: 99%

New development: ‘Appreciate–Engage–Facilitate’—The role of public managers in value creation in public service ecosystems

Osborne

Powell

Cui

et al. 2021

Public Money & Management

View full text Add to dashboard Cite

This article argues for the 'public service ecosystem' as an organizing framework through which to appreciate the interactions and integration of the institutional, service, and individual levels in public service delivery. It offers a heuristic ('Appreciate-Engage-Facilitate') through which to understand and support the role of public managers in value creation at all levels of such ecosystems.IMPACT Public service ecosystems are an increasingly influential concept in public administration and management theory. This article explores their implications for public service management practice. It offers a framework for public service managers to understand how the concept can impact upon their practice. It emphasises the need for practitioners to be able to work across the three levels of the ecosystem identified and how they might most effectively impact upon these levels.

show abstract

Design for experience – a public service design approach in the age of digitalization

Cited by 69 publications

References 94 publications

Service Research Priorities: Designing Sustainable Service Ecosystems

Service Research Priorities: Designing Sustainable Service Ecosystems

The Service Innovation Factor in Painting Creation Enterprises from the Service-Dominant Logic Perspective

New development: ‘Appreciate–Engage–Facilitate’—The role of public managers in value creation in public service ecosystems

Contact Info

Product

Resources

About