Antecedents of service design effectiveness and efficiency in an integrated framework

Abstract

Grounded in the extant studies on service design, the common principles of service design were identified and strengthened. These principles suggest that service design needs to utilize customer experience, employ a formalized and proficient process design, and set up resources for interaction. It is hypothesized that these design content directly affect service design performance. It is also proposed that the alignment between content and strategy also affects performance. Specifically, it is hypothesized the capacity of knowledge management infrastructure moderates the effects from experience utilization and interaction resources to service design performance; application of tools and techniques moderates the effects from experience utilization and process proficiency to service design performance.

Through empirical evidences, this research found that experience utilization, process proficiency and interaction resources all positively affect service design performance. The interaction between process proficiency and application of tools and techniques also significantly influences service design performance.