Article | Service Design Geographies. Proceedings of the ServDes.2016 Conference | Views on Implementation and How they Could Be Used in Service Design
Göm menyn

Title:
Views on Implementation and How they Could Be Used in Service Design
Author:
Tim Overkamp: Department of Computer and Information Science, Linköping University, Sweden Stefan Holmlid: Department of Computer and Information Science, Linköping University, Sweden
Download:
Full text (pdf)
Year:
2016
Conference:
Service Design Geographies. Proceedings of the ServDes.2016 Conference
Issue:
125
Article no.:
017
Pages:
205-214
No. of pages:
10
Publication type:
Abstract and Fulltext
Published:
2016-05-17
ISBN:
978-91-7685-738-0
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press, Linköpings universitet


Export in BibTex, RIS or text

Although service designers have proven their abilities in the fuzzy front end of service development, their skills regarding implementation have been criticised and many service designs are not implemented successfully. So far, there has been little discussion concerning service implementation in service design research and there is potential for further development of this aspect of the design of services. This paper intends to contribute to this development by presenting different views on implementation from fields that are related to service design, such as product and interaction design. These fields mostly see implementation as the delivery of generic resources and process models, whereas service implementation (also) involves development and change of the (service) organisation as well as adaptation in use of resources and service processes models. Still, if discussions on implementation in these related fields are translated to a service context, they can provide inspiration for (future research on) service implementation.

Keywords: implementation of service, organisational change, transformation process, adaptation, service logic

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Tim Overkamp, Stefan Holmlid
Title:
Views on Implementation and How they Could Be Used in Service Design
References:

Aken, J. E., van, (2007). Design Science and Organization Development Interventions: Aligning Business and Humanistic Values. The Journal of Applied Behavioral Science, 43(1), 67-88.


Beer, M., & Nohria, N. (2000). Cracking the code of change. Harvard Business Review, May-June 2000 Issue.


Blomberg, J., & Darrah, C., (2014). Toward and Anthropology of Services. In Proceedings of ServDes 2014 (pp. 122-132). Linköping, Sweden: Linköping Electronic Press.


Bose, R., & Sugumaran, V. (1999). Application of intelligent agent technology for managerial data analysis and mining. ACM SIGMIS Database, 30(1), 77-94.


Bouwman, H., Reuver, M. de, Hampe, F., Carlsson, C., & Walden, P. (2010). Mobile R&D Prototypes: What is Hampering Market Implementation? In Ninth International Conference on Mobile Business and Ninth Global Mobility Roundtable (ICMB-GMR) (pp. 17-24). IEEE


Buijs, J. (2003). Modelling product innovation processes, from linear logic to circular chaos. Creativity and innovation management, 12(2), 76-93.


Buijs, J. A., & Valkenburg, A. C. (2005). Integrale productontwikkeling. Boom Koninklijke Uitgevers.


Christianssen, L. (2015). Strategies and tactics for service implementation. In Proceedings of the 4th Participatory Innovation Conference (PIN-C) (pp. 168-175).


Chiu, Y.-C., Chen, B., Shyu, J. Z., & Tzeng, G.-H. (2006). An evaluation model of new product launch strategy. Technovation, 26(11), 1244-1252.


Cui, A. S., Zhao, M., & Ravichandran, T. (2011). Market Uncertainty and Dynamic New Product Launch Strategies: A System Dynamics Model. IEEE Transactions on Engineering Management, 58(3), 1-51.


DesignThinkers (2011). DesignThinkers SD method. Retrieved 08 09, 2015 from http://www.designthinkers.nl


Di Benedetto, C. A. (1999). Identifying the key success factors in new product launch. Journal of Product Innovation Management, 16(6), 530-544.


Dobocan, C. A., & Blebea, I. (2014). Application of the Optimal Control Problem in New Product Launching Process. Procedia Engineering, 69, 347‚Äď350.


Ehn, P. (2008). Participation in design things. In Proceedings of the Tenth Anniversary Conference on Participatory Design 2008 (pp. 92-101). Indiana University.


Engine (n.d.). What we do. Retrieved 08 09, 2015 from http://enginegroup.co.uk/approach/


Fixen, D.L., Naoom, S.F, Blasé, K.A., Friedman, R.M. & Wallace, F. (2005) Implementation research: a synthesis of the literature. Tampa, Fl: University of South Florida, The Louis de la Parte Florida Mental Health Institute, Department of Child and Family Studies.


Greenhalgh, T., Robert, G., Macfarlane, F., Bate, P., & Kyriakidou, O. (2004). Diffusion of innovations in service organizations: systematic review and recommendations. Milbank Quarterly, 82(4), 581-629.


Grönroos, C. (2006). Adopting a service logic for marketing. Marketing theory, 6(3), 317-333.


Grönroos, C. & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133-150.


Gurp, J., van, & Bosch, J. (2002). Design erosion: problems and causes. Journal of systems and software, 61(2), 105-119.


Hazlewood, W. R., Dalton, N., Marshall, P., Rogers, Y., & Hertrich, S. (2010). Bricolage and consultation: addressing new design challenges when building large-scale installations. In Proceedings of the 8th Conference on Designing Interactive Systems (pp. 380-389). ACM.


Hertzum, M., & Simonsen, J. (2010). Effects-driven IT development: an instrument for supporting sustained participatory design. In Proceedings of the 11th Participatory Design Conference (pp. 61‚Äď70).


Hocko, J. (2011). User-Centered Design in Procured Software Implementations. Journal of Usability Studies, 6(2), 60-74.


Holmlid, S. (2012). Designing for Resourcefulness in Service: Some Assumptions and Consequences. In Satu Miettinen & Anu Valtonen (eds.), Service Design with Theory.


Discussions on Change, Value and Methods, pp. 150-158. Vantaa: Lapland University Press.


Hsieh, M. H., & Tsai, K. H. (2007). Technological capability, social capital and the launch strategy for innovative products. Industrial Marketing Management, 36(4), 493-502.


Hultink, E. J., Griffin, A., Hart, S., & Robben, H. S. J. (1997). Industrial New Product Launch strategies and product development performance. Journal of Product Innovation Management, 14(4), 243-257.


Kienzle, J. (2008). On exceptions and the software development life cycle. In Proceedings of the 4th International Workshop on Exception Handling ‚Äď WEH, 32-38.


Kiczales, G., Lamping, J., Lopes, C. V., Maeda, C., Mendhekar, A., & Murphy, G. (1997). Open implementation design guidelines. In Proceedings of the International Conference on Software Engineering (pp. 481-490).


Kim, T., Ahn, S., & Lee, S. (2007). Being Mondrian: the public installation for interactive drawing with tangible interface. In Proceedings of Designing for User eXperiences (pp. 2-6).


Kotter, J. P. (1995). Leading change: Why transformation efforts fail. Harvard business review, 73(2), 59-67.


Kou, T.-C., & Lee, B. C. Y. (2015). The influence of supply chain architecture on new product launch and performance in the high-tech industry. Journal of Business & Industrial Marketing, 30(5), 677-687.


Laufer, R., Salonidis, T., Lundgren, H., & Guyadec, P. Le. (2014). A Cross-Layer Backpressure Architecture for Wireless Multihop Networks, IEEE/ACM transactions on networking, 22(2), 363‚Äď376.


Lenfle, S., & Midler, C. (2009). The launch of innovative product-related services: Lessons from automotive telematics. Research Policy, 38(1), 156-169.


Leonard-Barton, D. (1988). Implementation as mutual adaptation of technology and organization. Research policy, 17(5), 251-267.


Li, Z., Robucci, R., Banerjee, N., & Patel, C. (2015). Tongue-n-cheek: non-contact tongue gesture recognition. In Proceedings of the 14th International Conference on Information Processing in Sensor Networks (pp. 95-105). ACM.


Liedtka, J. and Ogilvie, T. (2011) Designing for growth - a design thinking tool kit for managers, New York, NY: Columbia University Press.


Live|work (n.d.). How we approach projects. Retrieved 08 09, 2015 from http://enginegroup.co.uk/approach/


Lovelock, C., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of service research, 7(1), 20-41.


Mulgan, G. (2014). Design in Public and Social Innovation. What works and what could work better. Retrieved 23 07, 2015 from: http://www.nesta.org.uk/sites/default/files/design_in_public_and_social_innovation.pdf


Normann, R., & Ramirez, R. (1993). Designing interactive strategy. Harvard Business Review, 71, 65‚Äď77.


Owens, & D., J. (2007). Why do some UK SMEs still find the implementation of a new product development process problematical?: An exploratory investigation. Management Decision, 45(2), 235-251.


Park, S. Y., & Chen, Y. (2012) Adaptation as design: learning from an EMR deployment study. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (pp. 2097-2106). ACM.


Park, S. Y., Chen, Y., & Rudkin, S. (2015). Technological and Organizational Adaptation of EMR Implementation in an Emergency Department. ACM Transactions on Computer-Human Interaction, 22(1), 1-24.


Réquilé-Romanczuk, A., Mingins, C., Yap, B., & Constant, O. (2003). Leopard: a. net based agent architecture. In Proceedings of the second international joint conference on Autonomous agents and multiagent systems (pp. 1108-1109). ACM.


Robillard, P. N., Lavallée, M., & Gendreau, O. (2014). Quality Control Practice Based on Design Artifacts Categories: Results from a Case Study. In Proceedings of the 18th International Conference on Evaluation and Assessment in Software Engineering (pp. 35-44).


Rogers, E.M. (2003) Diffusion of innovations. New York, NY: Free Press


Rossi, M., Kerga, E., Taisch, M., & Terzi, S. (2014). Engineering and Design Best Practices in New Product Development: an Empirical Research. Procedia CIRP, 21, 455-460.


Roth, A. V., & Menor, L. J. (2003). Insights Into Service Operations Management: a Research Agenda. Production and Operations Management, 12(2), 145-164.


Serrano, M., Juras, D., & Nigay, L. (2008). A three-dimensional characterization space of software components for rapidly developing multimodal interfaces. In Proceedings of the 10th international conference on Multimodal interfaces (pp. 149-156). ACM.


Shidende, N. H., & Mörtberg, C. (2014). Re-visiting design-after-design: reflecting implementation mediators connectedness in distributed participatory design activities. In Proceedings of the 13th Participatory Design Conference: Research Papers-Vol. 1 (pp. 61-70). ACM.


Sirkin, H. L., Keenan, P., & Jackson, A. (2005). The hard side of change management. Harvard business review, 83(10), 108-118.


Sleeswijk Visser, F. (2013) Service design by industrial designers. TU Delft.


Smith, A. D. (2011). Competitive approaches to new product development: A comparison of successful organizations in an unstable economic environment. Team Performance Management: An International Journal, 17(3/4), 124-145.


Stickdorn, M., Schneider, J. (2011). This is service design thinking: Basics, tools, cases. Amsterdam: BIS Publishers.


Sun, W.-T., & Salcic, Z. (2011). GALS-Designer. ACM Transactions on Design Automation of Electronic Systems, 16(4), 1‚Äď24.


Tax, S. S., & Stuart, I. (1997). Designing and implementing new services: The challenges of integrating service systems. Journal of Retailing, 73(1), 105-134.


Vander Zanden, B. T., & Halterman, R. (2001). Using model dataflow graphs to reduce the storage requirements of constraints. ACM Transactions on Computer-Human Interaction (TOCHI), 8(3), 223-265.


Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.


Voss, C. (1988). Implementation - a Key Issue in Manufacturing Technology - the Need for a Field of Study. Research Policy, 17(2), 55-63.


Wu, L., De Matta, R., & Lowe, T. J. (2009). Updating a modular product: How to set time to market and component quality. Engineering Management, IEEE Transactions on, 56(2), 298-311.


Xp, H. U. W. (2002). Organisational Implementation: A Complex but Under- recognised Aspect of Information-System Design. In Proceedings of NordiCHI (pp. 201-204).


Yu, E., & Sangiorgi, D. (2014). Service Design as an approach to New Service Development: reflections and future studies. In Proceedings of ServDes. 2014 (pp. 194-204). Linköping, Sweden: Linköping Electronic Press.

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Tim Overkamp, Stefan Holmlid
Title:
Views on Implementation and How they Could Be Used in Service Design
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment


Responsible for this page: Peter Berkesand
Last updated: 2017-02-21