File Download

There are no files associated with this item.

  Links for fulltext
     (May Require Subscription)
Supplementary

Article: A generic model and design representation technique of service products

TitleA generic model and design representation technique of service products
Authors
KeywordsDesign representation
Model
Service product
Issue Date2001
PublisherPergamon. The Journal's web site is located at http://www.elsevier.com/locate/technovation
Citation
Technovation, 2001, v. 22 n. 1, p. 15-39 How to Cite?
AbstractService businesses have developed into an important economic force. Provision of various quality service products to more demanding customers is the key for organizations to retain a competitive advantage. Design is important for making such intangible products "visible" and manageable, and is considered as the key to service quality. A good understanding of the architectural aspects and a design representation technique of service products are needed to facilitate the product design practice and effective production and marketing. What constitutes a unit of service product and how is the product represented (depicted) formally? These questions remain unanswered. The fuzziness in identifying service product construction and the lack of an appropriate design representation method are recognized as the main reasons for the undeveloped design tradition for service products. In this paper, the architectural perspectives from which to view service products are provided by proposing a generic model based on the concept of customer service experience, which delineates the elements involved in specifying a service product design. Based on the model, an approach to the design representation of service products is proposed. The implications for service management are also presented. © 2001 Elsevier Science Ltd. All rights reserved.
Persistent Identifierhttp://hdl.handle.net/10722/85819
ISSN
2015 Impact Factor: 2.243
2015 SCImago Journal Rankings: 1.794
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorMa, Qen_HK
dc.contributor.authorTseng, MMen_HK
dc.contributor.authorYen, Ben_HK
dc.date.accessioned2010-09-06T09:09:36Z-
dc.date.available2010-09-06T09:09:36Z-
dc.date.issued2001en_HK
dc.identifier.citationTechnovation, 2001, v. 22 n. 1, p. 15-39en_HK
dc.identifier.issn0166-4972en_HK
dc.identifier.urihttp://hdl.handle.net/10722/85819-
dc.description.abstractService businesses have developed into an important economic force. Provision of various quality service products to more demanding customers is the key for organizations to retain a competitive advantage. Design is important for making such intangible products "visible" and manageable, and is considered as the key to service quality. A good understanding of the architectural aspects and a design representation technique of service products are needed to facilitate the product design practice and effective production and marketing. What constitutes a unit of service product and how is the product represented (depicted) formally? These questions remain unanswered. The fuzziness in identifying service product construction and the lack of an appropriate design representation method are recognized as the main reasons for the undeveloped design tradition for service products. In this paper, the architectural perspectives from which to view service products are provided by proposing a generic model based on the concept of customer service experience, which delineates the elements involved in specifying a service product design. Based on the model, an approach to the design representation of service products is proposed. The implications for service management are also presented. © 2001 Elsevier Science Ltd. All rights reserved.en_HK
dc.languageengen_HK
dc.publisherPergamon. The Journal's web site is located at http://www.elsevier.com/locate/technovationen_HK
dc.relation.ispartofTechnovationen_HK
dc.subjectDesign representationen_HK
dc.subjectModelen_HK
dc.subjectService producten_HK
dc.titleA generic model and design representation technique of service productsen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0166-4972&volume=22 Issue 1&spage=15&epage=39&date=2002&atitle=A+generic+model+and+design+representation+technique+of+service+productsen_HK
dc.identifier.emailYen, B: benyen@hkucc.hku.hken_HK
dc.identifier.authorityYen, B=rp01121en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1016/S0166-4972(00)00085-7en_HK
dc.identifier.scopuseid_2-s2.0-0036129463en_HK
dc.identifier.hkuros67996en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0036129463&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume22en_HK
dc.identifier.issue1en_HK
dc.identifier.spage15en_HK
dc.identifier.epage39en_HK
dc.identifier.isiWOS:000173096900002-
dc.publisher.placeUnited Kingdomen_HK
dc.identifier.scopusauthoridMa, Q=7402815690en_HK
dc.identifier.scopusauthoridTseng, MM=7102530497en_HK
dc.identifier.scopusauthoridYen, B=7102564239en_HK
dc.identifier.citeulike2808891-

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats