The service concept: the missing link in service design research?

By Susan Meyer Goldstein, R. Johnston, J. Duffy, J. Rao. 2002

844 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/9909dc778a8511dd2868f30e2c49ba537a51d3bf

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Citations in the corpus

Strategic analysis of healthcare service quality using fuzzy AHP methodology (2011, background): “Goldstein et al. (2002) see it as the mix of physical and non-physical components that combine to create the service package.”
Service Innovation and Customer Choices in the Hospitality Industry (2005, background): “The wide array of research related to service innovation has primarily focused on the definition of the “service concept” (Goldstein et al., 2002).”
Combining Service Blueprint and FMEA for Service Design (2007, methodology): “And from the service organisation’s perspective, designing a service means defining an appropriate mix of physical and non-physical components [Goldstein et al., 2002: 121–22] and the service systems should be designed for the realisation of customer processes and achieving the service performance.”
Success Factors for Service Innovation: A Meta‐Analysis (2016, methodology): “This was followed by a thorough inspection of references from previous literature reviews on service innovation (de Jong and Vermeulen, 2003; Goldstein et al., 2002; Johne and Storey, 1998; Kuester et al., 2013; Menor, Tatikonda and Sampson, 2002).”
Enhancing Green Absorptive Capacity, Green Dynamic Capacities and Green Service Innovation to Improve Firm Performance: An Analysis of Structural Equation Modeling (SEM) (2015, background): “Service innovation involves developing technology-enabled services that incorporate new inventions [51], customer interactions [52,53], service portfolios [54], service delivery [55], or service designs [56].”
Service innovation and performance in SMEs (2012, background): “A review of literature on innovation in services indicates that this area, while growing, is still under-researched compared to manufacturing sectors (Goldstein et al., 2002; Menor et al., 2002; Jaw et al., 2010).”
The effects of retail channel integration through the use of information technologies on firm performance (2012, background): “It is espeially appropriate for understanding the effects of firms’ ability to ntegrate resources in delivering services and engaging in innoation activities (Goldstein et al., 2002; Sirmon et al., 2007).”
Lean in UK Government: internal efficiency or customer service? (2013, background): “Although there is no common and accepted set of activities to achieve customer focus and good (or appropriate) levels of service, there are several key elements that are prevalent in the literature including; knowing who the customers are, their expectations, requirements and value opportunities (Va”