Business, Management and Accounting
8 years ago

Revolutionizing Service Design for Enhanced Customer Experiences and Satisfaction!

Journal of Service Research
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting
Lia Patrício, Raymond P. Fisk, João Falcão e Cunha, Larry L. Constantine

Paper Summary

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The article introduces Multilevel Service Design (MSD) as a method to help design complex service systems. MSD combines ideas from different fields to create service offerings at three levels: designing the service concept, the service system, and each service encounter. The method was applied to design a new retail grocery service and redesign a bank service. MSD allows for the co-creation of customer experiences and integrates experiences from the service concept to the service encounter.