A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Emotional service experience toolkit for servitization
Servitization, the transformation of product-oriented companies towards service-oriented business, provides a prominent competitive advantage for industrial companies. The servitization literature has mainly focused on productivity as value while overlooking especially emotional experiences. Service design offers methods for collecting user experiences yet industrial services remain marginally studied in the field. This paper describes the development of a service design toolkit for collecting internal and external service experiences in an industrial setting. A multidisciplinary theoretical background related to service experience, servitization and service design grounds the toolkit development. The toolkit was tested in two companies under servitization and in their customer companies. Three workshops acted as strategic learning situations for servitization. The paper concludes with the discussion about challenges, possibilities and the role of service experience information in servitization.
Emotional service experience toolkit for servitization
Servitization, the transformation of product-oriented companies towards service-oriented business, provides a prominent competitive advantage for industrial companies. The servitization literature has mainly focused on productivity as value while overlooking especially emotional experiences. Service design offers methods for collecting user experiences yet industrial services remain marginally studied in the field. This paper describes the development of a service design toolkit for collecting internal and external service experiences in an industrial setting. A multidisciplinary theoretical background related to service experience, servitization and service design grounds the toolkit development. The toolkit was tested in two companies under servitization and in their customer companies. Three workshops acted as strategic learning situations for servitization. The paper concludes with the discussion about challenges, possibilities and the role of service experience information in servitization.
Emotional service experience toolkit for servitization
Lammi, Miia (author)
The Design Journal ; 20 ; S2667-S2678
2017-07-28
Article (Journal)
Electronic Resource
English
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