Empirical Assessment of An Integrative Service Design Framework

被引：0

作者：

Zhou, Qi ^{[1
]}

Tan, Kay Chuan ^{[1
]}

机构：

[1] Natl Univ Singapore, Dept Ind & Syst Engn, Singapore 117548, Singapore

来源：

2009 IEEE INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT, VOLS 1-4 | 2009年

关键词：

Service design; empirical; framework; KNOWLEDGE MANAGEMENT; PRODUCT DEVELOPMENT; CUSTOMER; FOUNDATIONS; QUALITY; VALIDATION; CONSTRUCT; STRATEGY; CLIMATE; IMPACT;

D O I：

10.1109/IEEM.2009.5373017

中图分类号：

T [工业技术];

学科分类号：

08 ;

摘要：

Building on previous service design theories, the authors propose an integrative framework for service design. Through an extensive literature review and qualitative fieldwork in eight Asian service organizations, the authors specify nine constructs with 62 measurement items. These are validated and refined using data from 28 survey respondents. The authors further explore the relationship among the constructs and discuss the theoretical and managerial implications.

引用

页码：1297 / 1301

页数：5

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