Service Design for Coproduced Service Excellence

  • Wieslaw Urban Bialystok University of Technology
Keywords: service design, coproduction, service excellence

Abstract

The aim of this study is to recognise factors affecting excellent service provision when a service is arising simultaneously during coproduction and afterwards to discuss the implications for service design. The study tries to provide a comprehensive explanation of specificity of achieving service excellence during coproduction. The factors influencing coproduced service quality are determined drawing on an in-depth field investigation. The study suggests that existing service design tools are not sufficient for preparing the service company to deliver excellent coproduced services. Service design should consider the preparation of the service environment for the effective determination of service requirements during each individual service process. Moreover, particular attention must be paid to knowledge assets preparation and effective two-way communication as crucial factors of excellent coproduced services.

DOI: http://dx.doi.org/10.5755/j01.ss.86.4.7880

Author Biography

Wieslaw Urban, Bialystok University of Technology
A profesor at Faculty of Managemet.
Published
2014-12-08
Section
IMPACT OF GLOBALIZATION ON CONTEMPORARY BUSINESS