Konferensartikel

Service implementation has been receiving more and more attention in both academia and service design practice recently. In order to better study this topic of how services change over time, it is important to understand what different service transformation elements are as well as the flexibility of these service transformation elements. So far, different service transformation elements, such as touchpoints and institutions, have been addressed in research, but mostly in isolation. In this paper, I place these service transformation elements in relation to each other in a framework for service transformation. Such a framework is helpful for both researchers and practitioners, because it helps to articulate the kind of service transformation that is in focus in scholarly and practical service design work as well as to set expectations in terms of what transformations can be realised or studied given the time span of a project.

service transformation, service implementation, service design