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The effects of service design on digitalization and the development of better service creation for stakeholders

Meyer, Ayleen (2020) The effects of service design on digitalization and the development of better service creation for stakeholders.

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Abstract:Service design and digitalization have received attention in academic research over the past years, however, there is still a missing link in the academic literature about the relationship of service design and digitalization, and how the two can lead to the creation of enhanced services. This research paper aims to explore the effects that service design can have on the development of services for stakeholders and the influences that it can have on digitalization. The objective is to determine if these effects can result in improved service creation. A single case study was conducted to collect primary data on a German university. Due to the qualitative approach and limited sample size, the conclusions should not be generalized. The results of the interviews and academic literature review suggest that service design can have positive effects on digitalization and the quality of the services for stakeholders. This paper also addressed research on the acceptance of new services and the resistance to change factors that can influence a new service. Co-design practices have been shown to reduce the resistance to change and support innovative idea generation for digital services.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
Link to this item:http://purl.utwente.nl/essays/81824
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