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Contemporary service environments characterized by advanced technologies augmenting customer-frontline interactions present significant changes in the working environment of service managers. The COVID-19 pandemic further transformed the way of doing business in the service industry. This chapter explicates how complex contemporary service environments can be better understood, when applying service-dominant (S-D) logic informed strategies and methodologies that promote value cocreation processes and the engagement of broad sets of actors. It points toward—what we coin Service Management 4.0—a possible future for service management that embraces human-centered technologies, smart (cyber-physical) service ecosystems, inclusive and nature-positive service. © The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG 2022.
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The rapid development of information technology and the diffusion of Internet-only banks have made mobile banking an essential service in Korea. Meanwhile, the spread of non-face-to-face services triggered by the COVID-19 pandemic is encouraging continuous innovation in the banking sector. This study explored the application design attributes of mobile banking in the context of the sustainability of Internet-only banks. Specifically, this study empirically analyzed user usage intention and attitude using the theory of planned behavior (TPB) and seven service design attributes derived from previous studies, namely: information quality, service quality, utilitarian value, hedonic value, ease of use, usefulness, and aesthetics. Information quality, utilitarian value, ease of use, and usefulness positively affected sustainable usage intention and attitude, while service quality, hedonic value, and aesthetics did not affect sustainable usage intention and attitude. Notably, this study derived the theoretical attributes of financial service design from the user's perspective, which has not yet received much attention in existing research, by applying the TPB. It also identified mobile banking service attributes that may support the sustainability of financial services, which lays a foundation for further research. Moreover, this study's findings offer insights into which user touchpoints designers should focus on when developing services.
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Background Against the problem of declining physical activity among youth after COVID-19, this study has developed a design-led intervention that promotes physical activity using a smartphone service for families with children in upper grades of elementary school. The objective of this research is to evaluate the effectiveness of design elements constituting the intervention program via testing the service against a family with children in upper grades of elementary school. Methods Through forming a multidisciplinary team between the Department of Design and the Department of Children and Families, the study developed a strategy to instigate a constructive behavioral change to help family members become more physically active at home. The strategy used information, empowerment, and motivation as a driver of stimuli. A 13-day home user test was conducted to examine its effectiveness and to identify its limitations for future enhancements. Results Through the home user test, it was achievable to confirm an increase in actual physical activity as well as beneficial improvements in the perception of regulating physiological activity into habits. It was observed that motivation was internalized through family-level behavior intervention, parental role modeling through feed-forward information, reinforcing the importance of physical activity in children and adolescents, and experiencing a sense of accomplishment and self-efficacy from achieving their daily goals. Conclusions Based on theoretical considerations for motivation and the maintenance of changed behavior, a service that combines various intervention elements, is presented in this paper. This resulted in an understanding of the theoretical background and anticipated impacts on the future development of such smartphone-based services for tackling social issues such as sedentary behavior. Through this study, both children and their parents would be better equipped to make positive contributions to building a healthy community. © 2023, Archives of Design Research. All rights reserved.
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Background Recently, behind the offline restaurant market, the issue of polarization among the self-employed is emerging. Changes in consumer propensity due to limited dining experience after COVID-19 have caused various problems in the stagnant restaurant business situation. Restaurants that can utilize online channels, have secured exposure to consumers, and small restaurants that cannot utilize them, have suffered a serious blow to their sales. In addition, the need for a change in the offline-based restaurant industry is being raised to meet the increased consumer expectations due to the rapid use of delivery apps and online services. However, existing research mainly focuses on separate access to online and offline channels or does not consider special environments such as small restaurants. At this point, this study derives the factors and detailed functions of the integrated online and offline dining experience, and presents the online for offline (O4O) service design platform prototype and service blueprint for improving the dining experience of small restaurants and strengthening COVID-19 responsiveness. Methods In this study, a total of three stages of theoretical and practical research were conducted. Through literature review, on/offline restaurant service quality and experience factors were derived. Next, a case study of the nonface- to-face ordering service was conducted to identify the interaction and experience factors of each contact point in the user's journey from online search to offline restaurant use. The detailed functions for improving the online/offline integrated dining experience were verified using the Kano model and Timko customer satisfaction coefficient. Through this, a service development area for upgrading the integrated online/offline dining experience was derived. Based on this, in-depth interviews with service providers and users of 'small restaurants' were conducted to present service design principles reflecting specific needs. Results In this study, a total of three outcomes were derived for each research stage. First, quality and experience factors of integrated online/offline dining service were derived. Service quality is divided into 'original quality' and 'additional quality', and the experience factors are 'accessibility', 'convenience', 'mobility', 'accuracy', 'relevance' and 'reliability'. Second, 27 detailed functions and three service design development areas were derived to enhance the online/offline integrated dining experience. Third, by applying this to small restaurants, the design principles of the omnichannel strategy after COVID-19 were proposed as follows: 1) Support various information search by discovering regional-based restaurants and developing content for joint participation by editors and customers who provide content that takes advantage of local characteristics;2) Connect the online and offline purchasing process by providing various online commerce functions within the service platform;and 3) Enhance the offline dining experience of consumers by providing various additional services through cooperation with local governments and POS/service linkage of stores. Based on this, the prototype and service blueprint of the O4O service platform were presented. Conclusions Accordingly, this study has theoretical and practical implications. First, this study tries to formulate a plan to advance the customer experience as well as online and offline channels by approaching the restaurant service with an omnichannel strategy rather than a single channel. Second, as a case study method, the customer-oriented dining experience journey is identified and contact points are analyzed by using the Customer Journey MAP, Kano model, and Timko customer satisfaction coefficient. This can be used to interpret the integrated online/offline dining experience in the future and can be applied as a research methodology in various fields to expand the consumer's experience. Third, this study presents an O4O service platform that applies a solution specialized for 'small restau ants' by mixing quantitative and qualitative research. The derived O4O service design principles and service blueprints can provide practical help in online and IT technology utilization of small restaurants. © 2023,. All rights reserved.
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PURPOSE: To compare outcomes of telephone and face-to-face consultations for new otology referrals and discuss the wider use of telemedicine in otology. METHODS: Retrospective cohort study including new adult otology referrals to our unit, sampled consecutively between March 2021 and May 2021, seen in either a face-to-face or telephone clinic. Primary outcome measure was the proportion of patients with a definitive management outcome (discharged or added to waiting list for treatment) versus the proportion of patients requiring follow-up for further assessment or review. RESULTS: 150 new patients referred for a routine otology consultation (75 telephone, 75 face-to-face) were included. 53/75 patients (71%) undergoing a face-to-face consultation received a definitive outcome following initial review, versus 22/75 (29%) telephone patients (χ2 < 0.001, OR 5.8). 52/75 (69%) telephone patients were followed up face-to-face for examination. The mean (SD) number of appointments required to reach a definitive outcome was 1.22 (0.58) and 1.75 (0.73) in the face-to-face and telephone cohorts, respectively (p < 0.001). CONCLUSIONS: Telephone clinics in otology have played an important role as part of the COVID19 response. However, they are currently limited by a lack of clinical examination and audiometry. Remote assessment pathways in otology that incorporate asynchronous review of recorded examinations alongside audiometry, either conventional or boothless, may mitigate this problem; however, further research is required.
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The COVID-19 pandemic has shined a light on the digital divide and its implications in a digital-first society. In the UK, where our research is focused, parts of society still lack the infrastructure and/or basic skills needed to access essential online services like health, welfare, food, housing and education. During the pandemic, these services became digital by necessity, forcing many people to seek help through informal networks such as community hubs. Based on our focus groups and interviews with voluntary and third sector organisations in the UK, we make a case in this chapter for a kinder, more holistic approach to the accessibility of essential online services, based on the hypothesis that such an approach creates the types of spaces in which the benefits of such services can be more safely realised. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
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The global novel coronavirus pandemic has caused a surge in the use of masks worldwide. A large number of used masks that have not been properly handled enter the environment, which caused and will cause serious ecological problems. The purpose of this study is to propose a solution to the problem of mask management from the perspective of science of design, and to build a good mask recycling service design strategy through the combination of design and psychology. Firstly, based on the theory of behavioral environment and field investigation, this study analyzes the correlation between the existing mask recycling device and its recycling efficiency, user behavior psychology and environment, and studies the behavioral scene of mask recycling, and then establishes the center of design strategy implementation. Secondly, a visual guidance system is designed, as is a special recycling device for masks by color psychology and product design. Thirdly, combined with the concept of social innovation service design, the design of a mask recycling strategy is conceived, and the optimization and formulation of mask recycling strategy is demonstrated through stakeholders, user journey maps and service flow charts. Finally, the design strategy is hierarchically established, and the feasibility analysis system model of a mask recycling strategy design is constructed. The data collection is carried out through expert interviews and questionnaires, and the weight is calculated by a fuzzy analytic hierarchy process. The final output comprehensive evaluation results show that the mask recycling strategy constructed in this study has public recognition.
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The interactions of AI systems in human-autonomy teams are designed to support user understanding, confidence, and trust. This research puts these useful interactions in a broader context of how a healthcare team could work to best meet the goals of the human user. The use of technology including AI and automation solutions to deliver various virtual healthcare services has substantially increased over the past two years following the COVID-19 pandemic. This paper presents a case study on following a service design thinking methodology to investigate the potential impact of AI solutions on the patient-user experience targeted at university student patients using telehealth services. The service design thinking approach is focused on the whole user experience and quality of service. It incorporates temporal processes and considerations of the user's needs throughout their healthcare journey. User needs and requirements were elicited using interviews with a subject matter expert from the healthcare domain and with graduate student users. The collected data were analyzed and used to create two personas and storyboard scenarios. Then, three patient journey maps were created. The first 'As Is' journey map demonstrates the patients' pain points. Then, two alternative journey maps were developed to illustrate solutions using AI assistance, providing a holistic view of the patient experience during the telehealth journey. Low-fidelity prototypes and wireframes were produced in the prototyping phase. The added value of the journey map is that it shows where in the patient journey the AI assistant should best be integrated to reduce the risk and increase patient benefits. Moreover, the project identifies five main stages of the telehealth journey and offers key design improvements at each stage. For example, the process improvements point out how using an AI assistant can reduce time and effort by guiding the patient through the decision-making process to navigate the care options. Similarly, the AI assists the healthcare provider by gathering and integrating the patients' required health information to accelerate the care process. © 2022 IEEE.
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The COVID-19 led to a global border blockade, and domestic group package tours have become Taiwan tourism industry's main economic source. This study takes 30 group package tours in Kinmen by non-participatory observation method and in-depth interviews with eight tour guides, and four components based on the service design optimization are categorized as follows: (1) accommodation;(2) restaurant;(3) attractions visit;and (4) shopping. The research data indicates that: (1) Tourism operators should consider both the input of service manpower and the supervision of the quality of service delivery. (2) Tour guides are the most important key in multiple delivery services. Practical implications and future research directions are also proposed for application and management. © 2022, Chinese Society for Quality. All rights reserved.
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Many technologically driven societies currently experience a “pandemic of loneliness“. The purpose of this viewpoint paper is to conceptualize loneliness as a persistent and widespread issue among consumers that has been amplified by the COVID-19 pandemic and increasingly spills over into the travel and tourism domain. This issue creates many challenges for smart tourism design as it implies changed consumer perspectives on smart tourism and needs for smart tourist experiences. This viewpoint paper is based on a review of relevant academic literature and online resources regarding the issue of loneliness, before and during the COVID-19 pandemic, and potential solutions in smart tourism settings. Loneliness has been completely overlooked by the smart tourism research agenda despite its tremendous implications for engagement, value co-creation, and the need for experience enhancement. This viewpoint paper proposes a framework for designing a loneliness-sensitive smart tourism ecosystem (LoSSTE). The purpose of this paper is to start a debate on how to mobilize smart tourism research for combating loneliness in the post-pandemic era and to outline areas for further research.
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This study aims to analyse service design currently undertaken by luxury chain beach hotels in the Andaman Coast of Thailand to formulate a new normal service experience model. Researchers adopted a qualitative methodology by conducting in-depth interviews with 15 hotel managers and analysed the data into thematic content. Results show that new normal service designs currently undertaken by luxury chain hotels in Andaman Coast of Thailand to create customer experience are Servicescape (S), Hygiene (H), Up-to-date information (U), Technology and innovation (T), and Staff awareness (S), which is called the “SHUTS Model”. The study implications include assisting academics with variables to formulate hotel strategies in other areas or contexts, while managerial guidelines can help hotel managers to rejuvenate their businesses as the effects of the pandemic ease off. © The Author(s) 2022. This article is published with open access by Taylor's Press.
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After the corona pandemic, social demands for changing the perception of space and expanding functions that contribute to improving the quality of life of the people are increasing and the need to transform the science museum into a science complex cultural space where various citizens can visit, enjoy and communicate with science culture is emerging. This study is the result of operating the citizen policy design group of the national science museum in accordance with the service design method that repeats diffuse and convergent thinking based on the understanding and insight of consumers. As the people directly participated in the process, they suggested the direction and action plan for the service goals. It led to a meaningful result of thinking about user-centered-viewexisting the policy provider-centered service establishment method. In the future, It is necessary to establish a verification system through the audience's experience and evaluation of the application of improvement and the results.
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In recent years, the generations in their early twenties enlisting in the military in an environment changed by the media are clearly showing different characteristicsthe previous generations. Due to the prolonged COVID-19, there is a need to provide non-face-to-face services, strengthen mobile communication, and improve the environment. This study is the result of the service design that improving the military mobile platform for customer-centered service innovation while carrying out the citizens policy design group project. According to the process promoted step by step, it's designed for application service to change the perception of consumers' characteristics and military life, and to increase convenience. With the focus on 'communication', a meaningful result was drawn to propose a customized integrated mobile platform service such as welfare, medical care, administration, and information. It is hoped that it will serve as an opportunity to spread policy development to other forces (Navy, Air Force) through collecting opinions of consumers in the future.
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The COVID-19 pandemic has shined a light on the digital divide and its implications in a digital-first society. In the UK, where our research is focused, parts of society still lack the infrastructure and/or basic skills needed to access essential online services like health, welfare, food, housing and education. During the pandemic, these services became digital by necessity, forcing many people to seek help through informal networks such as community hubs. Based on our focus groups and interviews with voluntary and third sector organisations in the UK, we make a case in this chapter for a kinder, more holistic approach to the accessibility of essential online services, based on the hypothesis that such an approach creates the types of spaces in which the benefits of such services can be more safely realised. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
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Background As the time and quality of physical activity of people decreased due to the COVID-19 pandemic, the wide social embracement created the need to use mobile-based fitness services. In particular, AI-based fitness services are becoming popular among users due to their various AI related functions that create synergy with on-devices, such as smartphones. However, while many studies on the technical aspects of AI-based fitness services are being conducted, studies on user experience are insufficient. This paper identifies the current situation of AI-based fitness services, explores user experience expectations of AI-based fitness services across the overall user journey, and extracts design insights through expert interviews. Based on the case study and interviews, design considerations for the AI-based fitness service were suggested. Methods This study mainly consists of two parts. By analyzing the case studies of the existing AI-based fitness service and their technical application, it was investigated whether the user experience can be improved by fully utilizing the AI function. Second, the capabilities of AI agents across the service journey were explored through user interviews, and the expert interview was conducted to support this. In order to increase the rigor of the interview analysis, a quantitative design process that protrudes statistically significant results was performed. Results After analyzing the three parts of this study, an AI-based fitness service user experience framework was derived and several design examples applied thereto were proposed. Before the users use the AI-based fitness service, tailored suggestions and precise analysis were considered important qualities of the AI agent. In the During phase, providing actionable feedback and offering data-based real time coaching was important. Reporting results helped users to set exercise plans and emotional support was important in the After phase. Conclusions This paper proposes a design strategy that can be helpful when designing various AI-based fitness services in the future by exploring the capabilities and user expectations of AI agents throughout the entire user journey of AI-based fitness services. In designing AI-based fitness services for health-related behavior changes of users, it is important to consider the user journey as a whole in the short term, However, it is also very important to consider the long-term evolutionary perspective between the user and the system. © This is an Open Access article distributed under the terms of the Creative Commons Attribution NonCommercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted educational and non-commercial use, provided the original work is properly cited.
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Purpose>This paper aims to provide an in-depth conceptualization of service exclusion by drawing on our exploratory research as well as thick and rich insights from the authors’ qualitative data.Design/methodology/approach>Qualitative research was used to explore service exclusion practices against customers experiencing vulnerabilities. A total of 28 semi-structured in-depth interviews were conducted with refugees residing within Malaysia. The Gioia methodology was used for the authors’ data analysis and the findings were validated by an independent moderator.Findings>The authors’ empirical findings challenge how service exclusion is currently understood, by adding substantial depth and complexity beyond simply describing “the lack of access to services”. The authors also offer rich empirical findings describing 29 forms of exclusion, which were further reduced to seven types of service exclusion practices: discrimination, restriction, cost barriers, language and technology barriers, poor servicing, non-accountability and non-inclusivity.Originality/value>This study conceptualizes service exclusion from a process perspective, that is, “how” customers experiencing vulnerabilities are being excluded, rather than “what” is excluded.
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A recent article identified weaknesses in the management of patients with traumatic brain injury (TBI). The authors suggested some reasons but overlooked two of the reasons for the low quality of services: a lack of resources and a systemic failure to organise rehabilitation services. They suggested early involvement of a condition-specific service with a new 'neuroscience clinician' and additional neuro-navigators, but the evidence shows this approach does not work. Their proposal failed to acknowledge the neuroscience skills of existing rehabilitation medicine consultants and teams, and ignored the many non-TBI problems patients will have and the consequent need for expert rehabilitation input. We revise and develop their proposal, suggesting an alternative way to improve services. Rehabilitation teams should work in parallel with acute services and remain responsible for the rehabilitation of patients as they move through different settings. This suggested development of rehabilitation mirrors the development followed by geriatric medicine from 40 years ago.
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Brain Injuries, Traumatic , Aged , Brain Injuries, Traumatic/therapy , HumansABSTRACT
Sustainable tourism has become a key priority in the strategic plans for tourism development in order to attain sociocultural development and environmental preservation. This paper examines opportunities for the advancement of sustainable tourism by encouraging tourists to consider sustainability and to include sustainable options in their tourist practices. The paper adopts a practice-based approach for the understanding of tourist behavior as a series of practices tourists perform for the development of valuable experiences, usually with the support of services offered by tourist organizations and service providers. Sustainability is an option for tourists that needs to be offered, promoted, and supported when they decide on their practices and the way they will perform them. Hence, sustainability is an option that needs to be designed so that tourists are enabled and motivated to adopt sustainable tourist practices. The paper proposes the sustainable tourist journey as an approach for the analysis and design of sustainable tourist practices that is based on the holistic scope of the consumer journey. The paper contributes to the advancement of sustainable tourism by introducing and improving the understanding of sustainability concerns in tourist practices. The paper discusses also how digital technologies can support the design of sustainable tourist practices.
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This paper has two research objectives: 1) to examine the customer journeys of pawnshop customers during COVID-19;and 2) to examine how service design can enhance the pawnshop customer journey. Using Bangkok as a case study, this paper discusses the roles of pawnshop businesses during the COVID-19 pandemic. The key challenges in terms of the negative perceived image of pawnshops, the disruptive impacts of the COVID-19 pandemic and digital disruption are analyzed. By utilizing a qualitative research method, the research design was broken into two parts. The first part focuses on the journeys of pawnshop customers during COVID-19 whilst the second part is the interviews with pawnshop executives focusing on how service design can enhance the pawnshop customer journey. By utilizing the theoretical underpinnings of service design, this paper proposes a framework to explore how a human-centered, transformative, and service system approach can help to address pawnshop service challenges with a recommended research agenda. © 2022, Thammasat University. All rights reserved.
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Taking the whole city nucleic acid test process in Nanjing as the starting point, this paper explores the main characteristics of the existing nucleic acid test process. Then it analyzes the main process of nucleic acid test and the user needs of community residents, volunteers and medical staff in nucleic acid detection. Based on this, a new design idea is proposed to optimize the nucleic acid test process for the public. Using the design methods of service blueprint and stakeholder analysis, this paper finally puts forward a set of service design process based on the combination of online mobile application terminal and offline self-service nucleic acid detection equipment. By optimizing the nucleic acid test service process, we can alleviate the shortage of medical manpower resources and cross infection between doctors and patients under the outbreak of COVID-19. At the same time, we also help users achieve a safe, fast and efficient nucleic acid detection process experience. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.