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Publisher Copyright: © 2023 Informa UK Limited, trading as Taylor & Francis Group. Design is increasingly used to develop public services, and considerations have arisen regarding how to gain best value from it. Design ladders and design maturity models are commonly also referenced in the public sector, but we argue that their adequate use must rest on an informed view of the diversity of design activities in public-sector organizations. The world’s major cities are large and highly diversified organizations. Our inductive case study of one of them, the city of Helsinki, reveals 23 design activities, distinct in terms of the process, outcomes or agency that design has. These activities can be grouped into six different clusters. These lay the ground for each other and support the cultural transformation of the organization into being a more citizen-centric organization. At the same time, they also create a design management challenge and confusion over what ‘design’ is and what it can do.

Building upon earlier research, we revisit a bilevel formulation of service design and pricing for freight networks, with the aim of investigating its algorithmic aspects. The model adds substantial computational challenges to the existing literature, as it deals with general integer network design variables. An iterative heuristic algorithm is introduced, based on the concepts of inverse optimization and neighbourhood search. The procedure alternates between two versions of restricted formulations of the model while inducing promising changes into the service assignments. The approach has proven a high performance for all of the considered real-world instances. Its efficiency rests on its ability to deliver results within a close proximity to those obtained by the exact solver in terms of quality, yet within a significantly smaller amount of time, and to land feasible solutions for the large-sized instances that could not be previously solved. In line with the sustainable transport goals, a deeper observation of the transport management side highlights the strategy of the algorithm favouring freight consolidation and achieving high load factors.

A bike-sharing system is a shared mobility mechanism that provides an alternative transportation mode for short trips with almost no added travel speed loss. However, this model’s low usage ratio and high depreciation rate pose a risk to the sustainable development of the bike-sharing industry. Our study proposes a new integrated station location and rebalancing vehicle service design model. This model aims to maximize daily revenue under a given total investment for station locations and bike acquisition. To address demand ambiguity due to possible bias and loss of data, we present a two-stage robust optimization model with a demand-related uncertainty set. The first stage of our model determines the station locations, initial bike inventory, and service areas of rebalancing vehicles. In contrast to the literature, which either simplifies the rebalancing process as an inventory transshipment problem or formulates it as a complex dynamic bike rebalancing problem, we assign each rebalancing vehicle to a service area composed of several specified stations. An approximate maximum travel distance for each rebalancing vehicle is also designed and constrained to ensure that the rebalancing operation can be performed within each period. In the second stage, our model optimizes the daily fleet operation and maximizes the total revenue minus the rebalancing cost. To solve our model, we design a customized row generation approach. Our numerical studies demonstrate that our algorithm can efficiently obtain exact solutions in small instances. For a real-size problem, the nearly optimal solutions of our model also reveal a high-quality worst-case performance with a small loss in mean performance, particularly when the value of the budget ratio (that is, the average number of bikes per station) is at a medium level. Moreover, the distribution of service areas depends on the bike supply and demand level at each station. The optimal fleet rebalancing operation does not have to be confined to one geographical area. Furthermore, our robust model can achieve larger mean and worst-case revenues and a higher revenue stability than a stochastic model with a small data set.

Problem definition: Putting customer experience at the heart of service design has become a governing principle of today’s “experience economy.” Echoing this principle, our paper addresses a service designer’s problem of how to select and sequence activities in designing a service package. Academic/practical relevance: Empirical literature shows an ideal sequence often entails an interior peak; that is, the peak (i.e., highest-utility) activity is placed neither at the beginning nor the end of the package. Theoretic literature, by contrast, advocates placing the peak activity either at the beginning or at the end. Our paper bridges this gap by developing a theory accounting for interior peaks. It also provides managerial implications for activity sequencing and selection. Methodology: We model the activity sequencing and selection problem as a nonlinear optimization problem and reformulate its objective as an additive function to generate structural insights. Results: We show that heterogeneity in memory decay explains the phenomenon of interior peaks. The optimal sequence is in either an “IU” or “UI” shape. An interior peak is optimal when the memory decay rate of the peak activity is neither too high nor too low. Managerial implications: Our research sheds light on service sequencing by weighing the phenomenon of interior peaks. In the presence of an interior peak, we show it is optimal to schedule a low point immediately before or after the peak activity, creating a contrast in customer experience. In addition, interior peaks arise partly because the peak activity is more memorable than others. Guided by this logic, as the peak activity becomes even more memorable, one might be tempted to move it to an earlier slot; we show that, counterintuitively, moving it to a later slot can be optimal. Our research also provides implications for activity selection by showing the optimal portfolio may consist of activities with the highest- and lowest-utility values but not those with medium values.

Due to the ongoing and dramatic growth in the volume of consumer returns, retailers continue to struggle with the trade-off in returns service strategies between implementing stricter return policies to lower operational costs versus providing customers with lenient return policies to positively stimulate customers' value perceptions and patronage intentions. This paper argues that an effective management of this trade-off requires a deep understanding of the process through which customers perceive, evaluate, and respond to return policies that vary in terms of leniency across five key dimensions identified in the literature: monetary, time, effort, scope, and exchange. To this end, we propose a theory-based, cognitive process model and test it in completely randomized experiments with diverse consumer samples. By viewing each of the five leniency dimensions as returns service design levers, we examine: 1) how a retailer's return policy leniency across different levers impacts a customer's intention to purchase from a retailer, through the influence of leniency on the perceptions regarding returns service quality and transaction costs that jointly form perceived returns service value and 2) how different leniency levers compare in terms of their impacts. We find significant heterogeneity in the effectiveness of different leniency levers in influencing customers' purchase intentions through increased perceived service quality, reduced perceived transaction costs, and subsequently increased perceived service value.

Data are of increasing importance in the digital transformation of the public sector, but their potential has not yet been fully exploited. Service-dominant logic (S-D logic) is a principle according to which data creates value only when it is utilized, leading, for example, to better-informed decisions and planning results. Public administration practitioners can make use of this by consistently tailoring data-based services to the needs of users. As a result, services are developed jointly with potential users in a co-creation process. Providers and users test and improve the services together in a collaborative, iterative process. Such an approach offers considerable potential in the public administration sector. In this article, the S-D logic perspective and its operationalization by service design methods are applied to the public sector. It is examined how, in the context of public administration, S-D logic can be used to design data-based value propositions. An application case is presented in which a value proposition for the statistical office of a Swiss canton is designed. The results show that service design methods can be helpful in the context of public administration and that they also lend themselves to shaping innovation.

Despite progress in recent decades, many crucial challenges to the eradication of extreme poverty remain intractable. Development interventions often fail to deliver sustained, transformational outcomes to households and communities. The field of design has demonstrated its capacity to deliver designed artifacts that enhance the livelihoods and well-being of people living in resource poor communities, but it remains unclear how its tools can contribute to interventions seeking multidimensional and transformational development outcomes. We present insights from two case studies, conducted in Kenya and Uganda, where a service design approach was applied to the design of two development interventions: a clean cookstove and fuel system, and an innovative insurance product to help farmers cope with climate variability. In both cases, experience mapping, archetype construction, and prototyping served to reveal individual needs, capacities, and values, and enabled the translation of this information into design features for the interventions. Using Amartya Sens capabilities approach as an ex post analytical frame, we show how these devices could guide designers seeking to deliver transformational development outcomes when co-designing services that aim for environmental sustainability and social well-being among low-income communities. Funding Agencies|Climate and Clean Air Coalition; Swedish International Development Agency (Sida)

This PhD thesis explores `empowerment` from the patient perspective and presents design guidelines to support the empowerment of people living with a chronic condition, lymphoedema. Lymphoedema is a chronic condition that causes oedema/swelling of a part of body, commonly the arm(s) or the leg(s). It requires a daily management routine to avoid progression of the symptoms. People Living with Lymphoedema (PLWL) find continuously self-managing their condition challenging, and usually require comprehensive support. Patient empowerment is commonly set as an objective by healthcare organisations, to sustain their limited resources while maintaining patients’ increased quality of life. Designed products and services have the potential to facilitate or inhibit this empowerment. This thesis investigates the research question `How might we design to support the empowerment of people living with lymphoedema?`. An iterative design research process was followed. First, following a systematic literature review, qualitative studies on lymphoedema experience were synthesised with theoretical models on health behaviour. Then, primary studies including observations, interviews, cultural probes and a co-making workshop were conducted. Design probes were developed and utilised to explore the past (how it was), present (how it is) and future (how it might be) of self-management with study participants who had lymphoedema. The results presented empowerment as a multidimensional journey. Provided support should be tailored to address the stage-specific needs of patients in their empowerment journey. Design guidelines are presented to facilitate empowerment by providing the right support at the right time for the individuals. This journey-based approach to patient empowerment can further contribute to the research on personalisation of adaptive products for health and wellbeing. Although this thesis focuses particularly on patients with lymphoedema, similarities with experiences of patients with other chronic conditions were recognised, opening up possibilities for future research on design for other life-changing conditions and journeys.

Events in the year 2020 threw human service systems into chaotic states, threatening peoples’ lives and livelihoods. Before 2020, there were many profound challenges to human life that had been well documented by efforts such as the United Nations Sustainable Development Goals. The COVID-19 pandemic seems to be a “last straw” crisis that has destabilized modern human civilization. This article diagnoses various crises of human service systems (e.g., COVID-19, inequality, and climate change) and proposes the metaphor of service ecosystem health for reimagining service science in a postpandemic world. Service ecosystem health is defined as the interdependent state of private, public, and planetary well-being necessary for sustaining life. This article reimagines service science, broadens transformative service research, builds the service ecosystem health metaphor, outlines the Goldilocks Civilization thought experiment, and explores designing for a Goldilocks civilization. Because service is for humans, the ultimate objective is to elevate service science to uplift human well-being.

The increasing focus on efficiency of care has prompted health systems to look for innovative solutions that yield maximum value for care. Integration of care and eHealth are seen as the most promising solutions in the high technological environment of the coming decades. Pharmacy services have been developed to a point where the face of community pharmacy has changed dramatically. Thus, service design and implementation has become an area of increased attention by Pharmacy practice researchers, and the arrival of eHealth concepts to Pharmacy is driving the need to find alternative ways to design new services. Moreover, known barriers and challenges remain when securing integration of pharmacy services with the health systems. In this paper, Design Science Research Methodology (DSRM), a user-centered alternative methodology to the design, development and implementation of health services, especially eHealth services, is presented. This alternative, originally from the Information Sciences field, has been adopted as a service design methodology in diverse settings, including health care. Here, case studies are used to explain how a DSRM process should be conducted in a health care setting, illustrating what methods to choose in each step of the process. Finally, the advantages of DSRM compared to other user-centered methodologies for service design are presented, hopefully prompting the discussion on the use of DSRM for the study of the implementation and sustainability of pharmacy services.

Despite apparent need, many older people with cognitive impairment and/or mental health needs do not fully engage with social care. This can manifest in different ways, including passive or aggressive attempts to avoid or repel care workers. However, little is known about how to support such individuals in their own homes and deliver effective care. Against this background, we undertook a scoping review with a view to developing a preliminary theory of change suggesting how care might be modified to engage this client group. The most recent search was conducted on 21/04/21. Papers were included if they (i) focused on older people (65+) living at home with social care needs and (ii) described difficulties/problems with the provision/receipt of social care associated with individuals' mental health needs. Twenty-six citations were identified through electronic database searches and reference screening, and the results were charted according to key theory of change concepts (long-term outcomes, preconditions, interventions, rationale and assumptions). All the included papers were related to people with dementia. Four subgroups of papers were identified. The first highlights those external conditions that make it more likely an intervention will be successful; the second describes specific interventions to engage older people who by virtue of their mental health needs have not engaged with social care; the third explores what services can be done to increase service uptake by older people with mental health needs and their caregivers more generally; and the fourth details theoretical approaches to explaining the behaviour of people with dementia. Each provides information that could be used to inform care delivery and the development of interventions to improve engagement with health and social care for these individuals. The study concludes that different framing of engagement difficulties, such as that offered through positioning theory, may assist in future service design.

A rail disruption may lead to rapid degradation of the public transportation system. In response to rail disruptions, this study focuses on bus bridging service design considering a routing strategy that combines express and short-turn routes. An integrated optimization framework is proposed to jointly optimize the bus bridging routes and timetables under time-varying demand. A brute-force search method is developed to identify all candidate bus bridging routes. A mixed integer linear programming model is then formulated to solve the route selection, bus deployment, and bus timetabling problem simultaneously. To handle the arising computational challenges in solving this large-scale problem, a tabu search-based heuristic with LP rounding is developed. Numerical studies based on Cranbourne Line, Melbourne, demonstrates the applicability of the proposed approach in practice. The results indicate that the proposed framework can generate high-quality bus bridging solutions in a reasonable time, which allows quick response to rail line disruptions. The bus bridging strategy with multiple routes outperforms the standard bridging route in terms of bus line capacity and passenger travel time.

This paper combines sustainable development, service design, and strategic thinking to develop a holistic framework for sustainable service design within the context of creative-cultural hotels. We...

Contactless service has gained popularity in the hospitality industry during the COVID-19 pandemic to ensure the safety of customers and employees. This study extends the unified theory of acceptan...

Design thinking has been widely embraced as an approach that fosters discussion and facilitates innovations that promote inclusion and empowerment in the public and private sectors. However, recent...

Purpose: In Ireland, the complex needs of people with Spina Bifida and/or Hydrocephalus (SB and/or H) are treated across primary care and tertiary specialist services. Traditionally, there has been much variation in how primary care services are delivered. To increase equity, ‘Progressing Disability Services for Children and Young People’ is a policy which is being implemented to reconfigure children’s services into multidisciplinary teams, for all disabilities. These changes, and an apparent discontinuity of support in the transition to adult services, requires further research exploring service delivery processes. Method: This study explored parents’ perspectives of support services for people with SB and/or H. Eight parents of people with SB and/or H participated in semi-structured interviews which were transcribed and analysed using thematic analysis. Results: Six themes were generated: (1) Difficulty accessing services, (2) Impact of waiting lists, (3) Onus on parents, (4) Importance of communication, (5) Reduced service provision following the implementation of ‘Progressing Disability Services’, and (6) Lack of adult services. Conclusions: While the service redesign for people with SB and/or H and their families is still in the implementation stage, this research contributes to the evolution of these changes by identifying the enhancing aspects such as effective communication and the inhibiting aspects including a parent’s perception of increased responsibility for supporting their family member and barriers in access to services.

Healthcare services face difficulties in using structured methods for service design and having patient participation in such processes. There are few models on healthcare service design and even less focused on Primary Health Care (PHC) in the literature. Therefore, this paper contributes to this domain by presenting the proposal of a co-creative model to design PHC services. The proposed model was constructed based on the study of reference models in PHC and co-design. Plan-Do-Check-Act cycle and the Experience-Based Co-Design approach were used to structure the model. The resulting model contributes to (a) continuous improvement, (b) improvement analysis and registry, (c) identification and solution of PHC users' real needs, (d) community participation and empowerment, (e) creation of experience-focused and patient-centred services. The model's use of co-creation enables patients and PHC staff to understand each other's needs and challenges, and to create together appropriate solutions to their communities and act toward more satisfying services.

Design Thinking is well recognized as a mindset and as a process in design and in business innovation and diverse complex problem-solving tasks. In this conceptual paper, design thinking process is...

PurposeInnovative restaurant service designs impart food wellbeing to diners. This research comprehends customer aspirations and concerns in a restaurant-dining experience to develop a service design that enhances the dining experience using the design thinking approach and evaluates its efficiency using the Taguchi method of robust design.Design/methodology/approachThe sequential incidence technique defines diners' needs, which, followed by brainstorming sessions, helped create multiple service designs with important attributes. Prototype narration, as a scenario, acted as the stimulus for evaluators to respond to the WHO-5 wellbeing index scale. Scenario-based Taguchi experiment with nine foodservice attributes in two levels and the wellbeing score as the response variable helped identify levels of critical factors that develop better FWB.FindingsThe study identified the best combination of factors and their preferred levels to maximize FWB in a restaurant. Food serving hygiene, followed by information about cuisine specification, and food movement in the restaurant, were important to FWB. The experiment revealed that hygiene perceptions are critical to FWB, and service designs have a significant role in it. Consumers prefer detailed information about the ingredients and recipe of the food they eat; being confident that there will be no unacceptable ingredients added to the food inspires their FWB.Research limitations/implicationsTheoretically, this study contributes to the growing body of literature on design thinking and transformative service research, especially in the food industry.Practical implicationsThis paper details a simple method to identify and evaluate important factors that optimize FWB in a restaurant. The proposed methodology will help service designers and technology experts devise settings that consider customer priorities and contribute to their experience.Originality/valueThis study helps to understand the application of design thinking and the Taguchi approach for creating robust service designs that optimize FWB.

A variety of healthcare robots for elderly care have been developed. However, as the elderly and caregivers experience psychological resistance towards not only new technologies but specifically to robots, the adoption of healthcare robots has scarcely progressed. This article aims to develop a service design method, which consists of a design process including design tools to identify jobs in an elderly care facility and to reveal what kinds of jobs to assign to service robots and to caregivers. This article develops a design method which is composed of six steps and adopts original design tools to identify jobs needed in elderly care facilities and assign them to human and non-human actors, including service robots. The tools include an actor map to visualize the Actor to Actor (A2A) network, a current jobs to be done (JTBD) worksheet to visualize existing jobs, a new JTBD worksheet to visualize new jobs, and an actor worksheet to summarize information about each actor including their philosophy. With this design method, we conducted a series of workshops with the aim to develop a service fulfilled by humans and non-humans at an elderly care facility in Shizuoka prefecture in Japan. The results of questionnaires administered to the workshop participants demonstrated the effectiveness of all the tools except the new JTBD worksheet. Also, the results of interviews with employees in the elderly care facility indicated the effectiveness of the approach, which reveals visible and invisible regulative, normative and cultural-cognitive elements through interviews with human actors, and embeds them in the service design process. The design method including the original design tools proposed in this article contribute to a service design method for the use of robots in elderly care facilities by allocating jobs to human actors and non-human actors appropriately, and it also contributes to the issue of psychological resistance to the adoption of service robots in these facilities, which brings efficiencies to society. The contribution of this article is to reframe the issue of resistance to the adoption of service robots in elderly care facilities to the issue of what kinds of jobs in an elderly care facility should be assigned to service robots or caregivers, and the development of a service design process including original design tools.

O impacto gerado pelo consumo excessivo trouxe, não apenas ao meio ambiente, mas também à sociedade e economia, consequências que questionam a longevidade da espécie humana. Em busca de soluções para tríade da sustentabilidade, percebe-se movimentos pelo mundo, e mais recentemente no Brasil, instigados pelo contexto contemporâneo de inovação e tecnologia, com reflexos para mudança de comportamento do consumidor, de processos produtivos das organizações e, inclusive, de legislação. Na moda, que careceu de identidade nacional por muitas décadas, verifica-se o surgimento de plataformas colaborativas de serviços que são disruptivas para o setor. Assim, objetiva-se compreender a relação do design de serviço no desenvolvimento de plataformas colaborativas para o setor da moda brasileira. Para tanto, procede-se à pesquisa de caráter exploratório, de abordagem qualitativa e, como método de levantamento de dados, a revisão narrativa de literatura. Desse modo, observa-se a potencialidade do mercado de moda brasileiro para inovação, quando abordado pelo design de serviço.

The University of Michigan, Ann Arbor had embraced service design and design thinking, but the pandemic-induced campus transition enabled staff to innovate differently. Many services transitioned t...

Web service composition allows developers to create applications via reusing available services that are interoperable to each other. The process of selecting relevant Web services for a composite service satisfying the developer requirements is commonly acknowledged to be hard and challenging, especially with the exponentially increasing number of available Web services on the Internet. The majority of existing approaches on Web Services Selection are merely based on the Quality of Service (QoS) as a basic criterion to guide the selection process. However, existing approaches tend to ignore the service design quality, which plays a crucial role in discovering, understanding, and reusing service functionalities. Indeed, poorly designed Web service interfaces result in service anti-patterns, which are symptoms of bad design and implementation practices. The existence of anti-pattern instances in Web service interfaces typically complicates their reuse in real-world service-based systems and may lead to several maintenance and evolution problems. To address this issue, we introduce a new approach based on the Multi-Objective and Optimization on the basis of Ratio Analysis method (MOORA) as a multi-criteria decision making (MCDM) method to select Web services based on a combination of their (1) QoS attributes and (2) QoS design. The proposed approach aims to help developers to maintain the soundness and quality of their service composite development processes. We conduct a quantitative and qualitative empirical study to evaluate our approach on a Quality of Web Service dataset. We compare our MOORA-based approach against four commonly used MCDM methods as well as a recent state-of-the-art Web service selection approach. The obtained results show that our approach outperforms state-of-the-art approaches by significantly improving the service selection quality of top- k selected services while providing the best trade-off between both service design quality and desired QoS values. Furthermore, we conducted a qualitative evaluation with developers. The obtained results provide evidence that our approach generates a good trade-off for what developers need regarding both QoS and quality of design. Our selection approach was evaluated as “relevant” from developers point of view, in improving the service selection task with an average score of 3.93, compared to an average of 2.62 for the traditional QoS-based approach.

Purpose Contemporary service and marketing research on value co-creation and value co-destruction assume a one-dimensional view on value, ranging from positive value co-creation, alignment and high value to negative value co-destruction, misalignment and low value. This limitation has recently led researchers to conceptually develop more dynamic spatial-temporal models of how value is formed during the interaction, e.g. in terms of different relationships between practice elements (procedures, understandings and engagements) both within and between actors in “value formation spaces”. However, much of this research awaits validation and is in need of more details. This study aims to address this limitation with the purpose of detailing how and why the mechanisms in such spaces are formed. Design/methodology/approach Two different and interlinked typologies were analytically derived from previous research and applied on ethnographically-inspired multi-perspective empirical data from a service combining health care and transport service ecosystems, using a combination of interviews, observations and service design methodologies. The design in combination with a practice theory perspective was used to articulate crucial aspects related to understanding the dynamics of value co-formation for elaborative and illustrative purposes. Findings The study contributes to service theory by conceptualizing as follows: a typology consisting of nine different configurations of practice elements (within and between such elements) and eight possible directions that value formation can take, suggesting a theory that explains value co-creation, value co-destruction and mixed cases. Research limitations/implications Although the findings have been developed in a specific empirical context, they articulate a conceptualization applicable to many other service and marketing value co-formation settings. Practical implications The typologies are conceptual tools to be used in identifying and measuring the alignment/misalignment of practice elements in complex organizations. The empirical findings uncover service problems faced by disabled customers. Originality/value The suggested typologies can guide research and practitioners in understanding and analysing value co-formation mechanisms in complex service settings.

Purpose Draws from the equity theory and customer equity literature, this study aims to argue that the implementation of contactless service as an innovative service design in the hospitality industry can generate customers’ emotional attachment and cognitive evaluation of the brand. Design/methodology/approach This study uses partial least squares modeling and data from a large-scale survey of hotel guests who have experienced contactless service in mainland China. The authors performed an importance-performance map analysis to evaluate the significance of critical variables and constructs by including the performance dimension. Findings Customer equity is a three-dimensional higher-order construct that embraces value-, brand- and relationship equity. A pleasant experience of contactless service in hospitality encounters generates a positive effect on customer equity and delight. Additionally, increased customer equity improves satisfaction and trust. Practical implications This study provides practical evidence for hospitality practitioners to consider contactless service in creating memorable experiences, improve customer satisfaction, build trust and add value to hospitality brands. Originality/value The findings of this study add to the understanding of emerging contactless services, contribute to the development of the equity theory and current customer equity literature and advance the implementation of innovative service design in hospitality.

PurposeThis paper discusses how service design can be used to activate a transition of textile artisan communities towards a sustainable future.Design/methodology/approachTwo participatory case studies were undertaken with textile artisans in the UK and South Africa. These led to the development of an original methodological framework for “crafting situated services” – services designed to be meaningful to the local communities within which they are embedded. An evaluation study assessed the originality of the framework, its relevance for tackling real-world problems, its extensibility and the rigour of the research process.FindingsThe framework brings together a variety of roles, methods and tools that designers can adopt in order to enter communities, make sense of sustainable futures, facilitate the co-design of situated services and activate legacies within communities. Building on emerging anthropological approaches, the framework makes a bridge between service management and service design for social innovation, advancing the field towards design for social entrepreneurship.Originality/valueArguing against the idea of the designer “parachuting” into communities to create services regardless of the local context, the concept of “situated services” is proposed in this paper, alongside a process for “crafting” meaningful social innovations. This requires the service designer to adopt a more situated and embedded approach to designing with communities in order to align with their needs and aspirations, interweave places, time, people and practices within the process, and co-design contextually better services.

Purpose Drawing on chaos theory as an overarching approach, as well as guidelines from effectuation and transformative learning theories, this study aims to evaluate the changing marketing channels in the hospitality industry in the wake of the COVID-19 pandemic. It also aims to develop a conceptual framework that demonstrates the transformation of the marketing structure; in particular, the transformation of hospitality organizations, employees and customers. Design/methodology/approach The study uses the hermeneutic method and conceptually evaluates the existing actors of the services marketing structure. It also discusses how to transform this structure into the new normal in the wake of the COVID-19 pandemic. Findings The findings of the study demonstrated that COVID-19 has resulted in changing marketing channels in the hospitality industry. These include external, internal, interactive and substitutional marketing channels. In response to these changes, the hospitality industry needs to adopt a more transformative marketing structure that requires the transformation of hospitality companies, employees and customers. Research limitations/implications The conceptualized transformation of the services marketing structure could help hospitality practitioners, employees and customers to understand the new normal and acquire new abilities, meanings, awareness and learning accordingly. Originality/value This study uses chaos, effectuation and transformative learning theories to reconceptualize the hospitality services marketing structure. The contribution of this paper lies in the conceptual pathways it suggests for transforming hospitality firms, employees and customers and for demonstrating their transformed roles and positions in the wake of the pandemic.

This paper aims to analyze the effect of a recent disruption of Mexico's gasoline supply chain on the usage of public bike-sharing systems in Mexico City and Guadalajara.,The authors use a detailed data set to understand the usage patterns of Ecobici and Mibici. The authors assess both systems with a differences-in-differences econometric model using the least popular stations as a control group.,The authors find that the number of rides increased significantly shortly after the event because less popular stations became more utilized.,The authors show that when the effects of gasoline shortages were noticeable, usage rates increased in Guadalajara and Mexico City, but the rise primarily came from the users selecting more bikes from the less popular stations. Therefore, the authors show that citizens in both cities regarded bike-sharing as an adequate means of transportation, maximizing system usage during a disruptive time. This finding suggests that cities should invest in improving public bike-sharing systems to reduce carbon emissions and increase their population's well-being.,The authors use a publicly available data set to understand how citizens answered to a major disruption. Furthermore, this is one of the first papers that align supply chain risk management with sustainable transportation and analyzes its effects on citizen behavior in a Latin American setting.,El proposito de este articulo es analizar el efecto de una interrupcion en la cadena de suministro de la gasolina en Mexico sobre el uso del sistema de bicicletas publicas en Ciudad de Mexico y Guadalajara.,Usamos una base de datos detallada para entender los patrones de uso de Ecobici y Mibici. Analizamos ambos sistemas a traves de un modelo econometrico de diferencias en diferencias utilizando las estaciones menos afectadas como grupo de control.,Encontramos que la utilizacion del sistema aumento en numero de viajes de manera significativa luego del evento. Esto es debido a que las estaciones menos populares se empezaron a utilizar de manera mas intensiva.,Demostramos que los habitantes de las dos ciudades decidieron buscar alternativas de transporte cuando los efectos de la escasez de gasolina se sintieron con fuerza. Esto significa que los ciudadanos consideran que las bicicletas publicas son un medio de transporte adecuado y que durante episodios inoportunos decidieron buscar opciones en las estaciones menos populares maximizando el uso del sistema. Por lo que las ciudades deberian invertir en la mejora de dichos sistemas para que sean mas utilizados y asi se reduzcan las emisiones de carbono y para que aumente el bienestar en la poblacion.,Utilizamos una base de datos abierta para entender como los ciudadanos respondieron a una interrupcion importante. Adicionalmente, este es uno de los primeros trabajos que alinea la gestion de riesgos en la cadena de suministros con transporte sostenible y analiza su efecto sobre el comportamiento de los usuarios en un contexto latinoamericano.

Publishing in respected scholarly journals is critical to academic success. However, if journal editorial boards fail to reflect the diversity of thought in a field, worthy work may be overlooked. This study assesses the level of diversity in the editorial boards of the 16 INFORMS journals. We examine gender, whether an individual is an underrepresented minority, and institutional affiliation, and perform a network analysis to identify coauthor relationships between editorial board members. We find that the editorial boards have low levels of diversity: women comprise just under 20% of the editorial board members; fewer than 1% of editorial board members are underrepresented minorities; and 10 institutions (less than 5% of the total) account for more than 25% of the editors. We find a high level of connectivity between editorial board members (as measured by coauthor relationship) for some of the INFORMS journals, suggesting the influence of an “in crowd” of like-minded individuals. INFORMS can and should work to end this state of affairs: we provide a set of actionable recommendations for broadening diversity and reducing connectivity on the INFORMS journal editorial boards. In this way, INFORMS journals can support a diversity of backgrounds and views, enabling the publication of a broader range of ideas and invigorating academic discourse in our profession.

The requirement of heavy subsidy and poor service quality are the two major concerns of ordinary bus services in Indian cities. Improving quality of ordinary service as per the requirements of users without putting undue burden on transit operator in terms of additional subsidy is a major challenge for policymakers. A six-stage methodology is demonstrated in the present work for the improvement of ordinary bus services by incorporating the requirements of users and operator. The methodology largely includes selection of attributes for econometric model, development of econometric model, fixing the range of attributes’ level for improvement, and development and simulation of alternative scenarios. Taking three ordinary bus routes in Kolkata city, several scenarios were investigated to provide recommendations under two different cases (improvement with and without fare increment). The findings indicate that the quality of service could be improved without any increment in fare or additional subsidy from the Government. Such an improvement could benefit both users and Government. The benefit to user could be augmented further with a marginal fare increment and reduced subsidy from the Government. Although the methodology is demonstrated with reference to Kolkata city, it could be applied in other cities for deriving city-specific service design and improvement of bus services.

This paper proposes a modeling framework to design an integrated mobility service system that is composed of a local demand-responsive transportation (DRT) component and a fixed-route transit network component. The region is partitioned into disjoint local zones, and a trip is characterized into an intra- or inter-zonal one based on whether its origin and destination belong to the same zone. The transit network provides backbone line-haul service to inter-zonal trips, while the DRT system targets intra-zonal trips as well as the first-mile and last-mile legs of inter-zonal trips. The system components can be broadly defined, and this paper considers, as examples, conventional non-shared taxi or ride-sharing for the DRT service, and regular bus, bus rapid transit (BRT), or metro for the backbone network. For quantitative analysis of the DRT services, new aspatial queuing network models are developed to capture various DRT operations for serving trips with randomly distributed origins and destinations (i.e., intra-zonal trips) and those with origins or destinations concentrated at a set of fixed transit stations (i.e., first- or last-mile trip legs) at the same time. Each queuing model is integrated with the transit network design model, through proper service region partition, to derive closed-form formulas for the agency and passenger costs. Then, we formulate constrained non-linear programs that simultaneously optimize the zone partition, the fleet size and repositioning operation for the local DRT service, as well as the spacing and headway of a grid transit network. We apply the proposed models to a variety of transit technologies and application scenarios, so as to demonstrate applicability of the models, and to show promising performance of the proposed systems.

Since August 2018, the Integrating Open and Citizen Science into Active Learning Approaches in Higher Education (INOS) project has developed a number of resources for HEI and libraries to foster change and make the integration of Open and Citizen Science easier. This workshop, held in person at Leiden University Library on 31st August 2022, aimedto share these results with library and HEI management and staff, national policy-makers, and other European and international networks working on training and skill development related to OS and CS. Speakers Session 2: Keynote speech –Margaret Gold(Coordinator of the Citizen Science Lab – Leiden University Library) Simon Worthington(Researcher, Open Science Lab, German National Library of Science and Technology) Alisa Martek(Library Advisor, National and University Library in Zagreb) Kai Pata(Tallinn University) Katerina Zourou(Web2Learn) Amalia DeGötzen(Aalborg University) Moderator/discussant:Sara Decoster(KU Leuven) Discover more about the INOS project here:https://inos-project.eu/project-activities/&nbsp

Integration of sustainability in the curriculum of higher education creates a demand for bringing the theme into concrete development projects. Sustainable and proactive development have been identified in Finland as key generic competences in higher education. Capability to innovate and create sustainable solutions and services for future are key skills in producing novel sustainable solutions. We experimented with master’s level students the use of a novel design method, Planet Centric Design (PCD), to create sustainable system and service concepts for the future. The trialed method combines systems thinking with service design to solve sustainability related challenges. It has been developed by a software company to support practical sustainable solution development jointly with their customers. Companies have recently been active in developing their own approaches to support design related activities. Trialing, benchmarking, and learning the use of the topical industry-lead methods during their studies, provides students practical hands-on experiences of using the methods and confidence to use the methods. The participating students found using an industry-developed design method valuable. Learning about sustainability was perceived to be applicable both for working and personal life and have impact in both areas. In the student’s self-reflection reports on their learning and experiences, the collaborative teamwork in multidisciplinary teams and the creative confidence gained through the learning to use a novel design approach, were the most most often described positive themes.

Purpose The strategic management of the supply chain encompasses the development and integration of a supply chain strategy and the evaluation of the findings. An integrated approach is required for linking the supply chain strategy with the overall strategic management of the company for it to be successful. In this regard, this paper aims to examine and compare the relative efficiency of two models, namely, supply chain operations reference (SCOR) and the balanced scorecard (BSC) for measuring the supply chain performance. Design/methodology/approach A quantitative research design is used and 800 individuals were recruited from the industrial sector in the Eastern Province of Saudi Arabia. A three-tier model was used based on BSC, data envelopment analysis (DEA), decision-making trial and evaluation laboratory (DEMATEL). Findings The findings have indicated that DMUs 2, 4, 6, 7, 9, 11, 13 and 15 were efficient, while the other DMUs were non-efficient. These non-efficient units were not aware of the training and development and learning and growth. The concern presents comparatively poor performance of employees at this stage even this issue was based on system performance and indifference of managers, establishing complexities in the long-term system. The relationships were determined among four dimensions of BSC by identifying the supply chain metrics and applying the DEMATEL approach. Originality/value The current study provides empirical support for the DEA network model concerning its preference and improved performance measurement as compared to BSC model.

AIM: A range of residential supports is available for young people experiencing mental health challenges. One Australian example is the Youth Residential Rehabilitation Service, which provides up to 12 months of intensive psychosocial support in a residential setting to young people aged 16-25 experiencing serious mental health challenges. This paper aimed to add to the scant literature on these services, describing the experiences of young people and staff members across the duration of a stay. METHODS: This study drew on collaborative autoethnography to engage and centre the direct lived experience of young people who had lived, and staff who had worked, in a Youth Residential Rehabilitation Service. RESULTS: We identified three phases that young people typically journey through during their stay at the service. The Arriving phase was marked by appropriate referrals, a warm welcome, a period of settling in and the development of trusting relationships. The Discovering phase saw young people identifying and enacting their strengths, hopes and values. Community connections were a focus of the Continuing phase as lives after service exit were envisioned and created. CONCLUSIONS: Drawing on collaborative autoethnography methods represents one approach to amplify the voice of young people in service design and evaluation. This paper richly described some of the possibilities and complexities of the Youth Residential Rehabilitation Service experience, which can be used to inform the service's pacing and structure of support.

Background Recently, the demand for isolation rooms has rapidly increased with the spread of infectious diseases such as COVID-19. Previous studies investigated temporary isolation wards to resolve the shortage of beds. Most of the studies, however, focused on construction methods and the capability of equipment instead of experiential aspects such as medical activities and life in quarantine. This article presents design requirements and the associated example design cases based on the identified needs of medical and facility staff from a participatory design workshop. Methods A participatory design workshop was conducted with 21 medical and facility staff in a hospital specializing in infectious diseases. Two workshop sessions including MACRO-level design for overall configurations and MICRO-level design for room layouts were conducted to participants. The collected data was analyzed to derive design requirements for temporary isolation wards. To verify the relevance and applicability of the derived design requirements, we asked four designers to develop conceptual designs of new isolation wards based on the card-type design aid, which includes the details of the requirements. Results From the design workshop, five design requirements were derived: supporting the communication between the inside and outside of an isolation ward;preventing contact with the infection source;relieving emotional anxiety;relieving medical staffs’ work burden;and securing an appropriate hospital environment. During the conceptual design process using the design aids, designers created animated conceptual scenarios for isolation wards (information system using QR codes, serving robots for delivery, trash bin discharging wastes in safety, digital window, and plugin facility module). Conclusions The design requirements can be applied for new medical service design projects, which should consider experiential aspects in addition to the physical and spatial aspects in context of temporary isolation ward design. The example scenarios would be beneficial for further exploration of a new product, system, and service design for infectious diseases while considering the experiences beyond the physical configuration. © 2021. This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License org/licenses/bync/ 3.0/), which permits unrestricted educational provided the original work is properly cited. All Rights Reserved.

The three main approaches in inquisitive research design are qualitative, quantitative, and mixed methods [1]. However, recent developments in the research field have resulted in multiple other approaches, borrowing ideas from a broad range of fields. One such approach is the practice-led approach. This approach involves an efficient design process, novel qualitative interviewing methods, together with data mining procedures from quantitative data collection [2]. This paper assesses the practice-led approach used in user experience (UX) design, together with three approaches: co-design, service design, and reflective practice.

The transformative potential of service design rests on its ability to enable people to intentionally shape institutionalized social structures. To avoid simply reproducing social structures unconsciously, people need reflexivity—an awareness of existing social structures. Scholars suggest that the use of service design methods can enhance people’s reflexivity. However, the theoretical underpinning of this effect remains unclear, which in turn limits the realization of service design’s transformative potential in practice. In response, using an abductive approach that combines theoretical and empirical inputs, we develop an integrative framework that explains the mechanisms by which service design methods can increase people’s reflexivity. The current study contributes to the evolving service design discourse with an alternative categorization of service design methods, based on their affordances for different modes of reflexivity. The framework also reveals the underlying processes by which the use of service design methods can support people’s work with institutionalized social structures as design materials to enable transformation. This research supports a more thoughtful use and strategic development of service design methods to support transformative aims.

Prospective parents whose fetus is diagnosed with a neurological anomaly go through a complex range of emotions. They describe their discussions of antenatal counselling from health care professionals as focusing too much on the nature of the anomaly involving unintelligible medical terminology, when what they really want is a picture of the best- and worst-case scenarios. Whilst information on the level of risk for their fetus is important, it is not the parents' primary concern. When statistics for risk are given, they may not be as well understood as the health care professionals think. This review discusses the published evidence on antenatal counselling and recommendations for explaining risk to parents of fetuses with neurological anomalies. From this data we make recommendations for the organization of antenatal counselling services.

Purpose This study aims to explore the customers’ behaviour towards online shopping during COVID-19 in a Muslim country and proposes a co-creative service design for online businesses (webstore) in the post-COVID-19 era. Design/methodology/approach The study used a qualitative design for collecting the data where in-depth interviews from 18 customers were conducted following the qualitative design protocol. Due to the limitation of physical distancing, the interviews were conducted online using Microsoft teams. Findings Based on the findings, new potential services are proposed for webstores for customer engagement, the need for expansion of product lines and safety measures for customers and staff during and post-COVID-19 era. Following the findings, a co-creative service design is proposed for webstores to revamp the business during and post-COVID-19. Originality/value The study is unique because it has developed various unique strategic factors essential for revamping online businesses for better growth in post-COVID-19. The proposed new co-creative service design model for an online service provider is expected to create customers engagement and loyalty during and in post-COVID-19.

PurposeThe present study sets out to understand how a manufacturing company in the maritime industry utilized creative design principles and developed service design routines to advance digital servitization (i.e. the transition to offering smart product-service-software systems–PSS) and realize subsequent positive growth outcomes.Design/methodology/approachWe build upon a longitudinal single case of a marine solution provider. Using an action research approach, we collected data through in-depth interviews and informal conversations involving senior managers, project members and customer representatives over a three and a half-year period. In addition, secondary data such as documentary data, service design tools and visualization were utilized.FindingsThe inductive analysis highlights the underlining role of four service-design routines that drive creativity and an innovative approach to digital servitization transformation. More specifically, we identify (a) user insights through creative customer data acquisition, (b) smart PSS collaboration through co-creation across departments, (c) smart PSS ideation through creative forms of collaboration and (d) effective smart PSS delivery and commercialization through creative concept design as the drivers of the case company digital servitization transformation.Practical implicationsWe encourage senior managers within large manufacturing companies to promote the development of service design routines as these promote the transformation process from being a product-centric to service-centric firm. The four service design routines are built on a set of service design sub-activities providing concrete actions that can be applied by senior managers to successfully develop and deliver smart PSS offerings and achieve growth outcomes.Originality/valueThis study contributes by integrating digital servitization and service design literatures. We illustrate how manufacturing firms can drive a transition to digital servitization through service design activities and routines development for smart PSS strategy implementation.

Purpose The purpose of this paper is to offer a viewpoint on the impact that the COVID-19 pandemic has had on people’s engagement with an online alcohol service in the UK. This paper examines whether self-reported mental health concerns increased during the pandemic compared to pre-pandemic times. Design/methodology/approach A comparison was made between service data captured in one contract area – West Sussex, England – pre-pandemic (April 2019 to March 2020) and during pandemic (April 2020 to March 2021). Findings Self-reported mental health treatment needs increased during the pandemic period (71.2% of presentations compared to 50% pre-pandemic) via the online coaching service. Male referrals increased by 74% during the pandemic period compared to the previous year. Female referrals decreased by 4% in the same time period. Feelings of shame and guilt as well as loss of a confidential space to engage in online interventions were common concerns reported by service users. Research limitations/implications Research limitations include the relatively small sample size, the sample comprised of self-referred treatment seeking clients, and there was no control group. All data collected is self-report therefore subjective and not necessarily meeting diagnostic criteria. Practical implications Of note was the impact of the pandemic on women and their reduced access to the online service during the pandemic. Commissioners and services must adapt their service design and delivery alongside the new “normal” way of living and working. Routine screening of mental health and alcohol use are recommended. Originality/value This paper offers insight from an established online/digital service and the impact of the pandemic on people’s engagement with the service.

The improvement of Service Apps has a strong driving effect on the overall improvement of the medical industry. Besides, it is more conducive to the prevention and control of the COVID-19 outbreak for patients with chronic and mild diseases to use the online inquiry. Therefore, in this paper, the status quo of comprehensive service design for large-scale hospitals in Zhengzhou, China is analyzed and summarized, and the necessary requirements for establishing a unified UI (User Interface) design centered on users (patients) are studied, in order to enhance and improve the design content of inappropriate placement and use of UI.Using the existing model of integrated services, an evaluation project is proposed for users. A survey study is made on investigating the needs for UI design in large general hospitals from a service perspective based on relevant theories, which aims to achieve enhancement of the hospital system, reach work productivity and increase brand-name value of hospital services. It involves the lack of unity of information systems and user confusion due to the different forms. To solve this problem, user-centric UI design includes a coherent interface, an experiential design component, and a visual component. Therefore, in this study, the network service App and UI design needs of large hospitals in Zhengzhou City are investigated and summarized.Based on the situational design method, the user centered design fully considers the user needs in different situations and gives feedback, so as to improve the user experience. The integrated design model of service design created in this study will help large general hospitals in Zhengzhou to establish organic, efficient and high-quality health care services, and realize a general hospital system to improve service experience and service satisfaction for all users.

In Design-Driven Innovation (D-DI) the meaning of a product or service is radically innovated to introduce a new paradigm that ideally can benefit people, companies, and society as a whole. However, due to the associated risks, most companies are hesitant to engage with and adopt D-DI. Human Centered Design (HCD) is preferred while innovation is limited to incremental change. This dichotomy is also reflected in design literature where D-DI is pitted against HCD. We propose the symbiosis of the two approaches as a strategy to create space for and the adoption of D-DI within companies. An instrumental design case study explores a design-driven service innovation and its adoption in a renowned airline. Results show an adopted D-DI where HCD evidence mitigates for the market and organization uncertainty while D-DI enabled a paradigm shift in the company’s current service operation. Advantages and limitations of this mitigation strategy are discussed. With this design precedent, we aim to encourage designers and companies to further explore the benefits of a symbiotic use of D-DI and HCD.

PurposeThis study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.Design/methodology/approachThe study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.FindingsThe study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.Practical implicationsThis paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.Originality/valueThe paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

Artificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.

Using three projects as a showcase, the aim of this article is to report on design students’ take on co-design in health, in terms of both outcomes and processes. It builds on project work conducted in a master’s course called ‘Design for Society’, reserved for 4th-year industrial design students in the Department of Design at the Norwegian University of Science and Technology. The students were encouraged to explore how healthcare services could facilitate active, informed and involved patients. The overall theme was provided by a cluster funded by the Norwegian Research Council addressing co-creative service design and innovation in health. Based on initial research, the students, organised in groups, identified a chronic illness that has a lifelong impact on everyday life, such as cystic fibrosis, fibromyalgia, and Alzheimer’s disease. We give an account of three selected projects by showcasing developed concepts, central methods and tools, and we share key reflections from the students and the course educators on their experiences of working with co-design in health in an academic environment.

Purpose The purpose of this paper is to explore the role of service flexibility in addressing consumer vulnerability for chronically-traumatized consumers within the funerary context. Design/methodology/approach Using phenomenological philosophy and a grounded approach, data was collected and analyzed through 12 depth interviews with funeral service providers, coupled with observations and photographs of three second-line funeral processionals. Findings Study results include the following three primary roles of service providers in supporting chronically-traumatized consumers: the role of service fluidity in addressing trauma, mitigating vulnerability via service providers as community members and alleviating suffering through compassionate service. Service flexibility and value co-creation efforts were executed through an expansive service ecosystem of vendors. Practical implications When consumers experience vulnerability that demands reliance upon service industries, service providers can intentionally implement fluidity and agility in service design, adopt understanding and altruistic practices, and operate with empathy and compassion to orchestrate mutually-beneficial service outcomes. Social implications Rooted in transformative service research, providers are advised to consider modifying services to improve well-being and mitigate vulnerability for chronically-traumatized consumers via fluidity, community and compassion. Originality/value This study contributes originality to the body of service marketing literature by illustrating how service providers alleviate vulnerability for chronically-traumatized consumers through three adaptive service strategies.