CfP: Service Design and Innovation

Mary Jo Bitner, Arizona State University, USA
Lia Patrício, University of Porto, Portugal
Raymond P. Fisk, Texas State University, USA
Anders Gustafsson, Karlstad University, Sweden

The Journal of Service Research calls for submissions for a special multidisciplinary issue on Service Design and Innovation, identified as service research priorities by Ostrom et al. (2010) in the Journal of Service Research. Service design is a multidisciplinary area that helps innovate services by bringing new ideas to life through a design thinking approach. Service design is human-centered and holistic, which requires the integration of service science, management, engineering, the social sciences, and the arts through the creation and use of design-based methods and tools. Service innovation involves the creation of new and/or improved service offerings, service processes, and service business models (Johnson, Menor, Roth, and Chase, 2000). From a service logic perspective, innovative services are not defined in terms of their new features, but in terms of how they change customer thinking, participation, and capabilities to cocreate value (Michel et al. 2008). Service design and innovation have gained increased attention from the service research community, as they play crucial roles in generating new forms of value cocreation with customers, differentiating firms’ offerings and fostering societal well-being. In general, service design and innovation emphasize the experiential and process elements of the offering, as opposed to the outcome. We would also like to encourage contributions that entail social innovations.

We invite scholars from multiple disciplines including management, design, marketing, anthropology, engineering, information technology, psychology, sociology, and architecture to submit papers that explore service design and innovation in the context of value cocreation. All approaches (empirical, analytical, or conceptual) that create or extend service design and service innovation theories and methods are welcome.

The Journal of Service Research is a scholarly journal that publishes the highest level of research relating to service. To be published in Journal of Service Research, a manuscript must significantly advance theory, provide managerially meaningful, and generalizable empirical research, or provide new models or methods that can be used to improve service.

Examples of possible topics include, but are not limited to:

• Examining how service design can leverage service innovation;
• New processes, lifecycles, and methods for service design and innovation;
• Business model design and innovation;
• Drivers for radical versus incremental service innovations;
• Innovating and designing complex service systems, value networks, and ecosystems;
• Designing and innovating services for the customer experience;
• Leveraging technology (e.g., smart technologies, wearable devices, cloud computing, and big data) to design and innovate services;
• Using service design and innovation to foster societal well-being or innovation for the Base of Pyramid;
• Investigating service design and innovation from the perspective of the Triple Bottom Line (profit, people, and planet) in cities, regions, nations, or globally;
• Involving customers, employees, and partners through user-driven innovation, participatory design, and codesign;
• Advancing service prototyping to support service design and service innovation;
• Implementing service design and innovation including design and innovation in multi-country or cross-national contexts; and
• Consumer adoption or rejection of service innovations.

Please submit manuscripts to http://mc.manuscriptcentral.com/journsr and designate “Special Issue on Service Design and Innovation.”

Submission deadline: January 15, 2016; Expected publication date: August 2017.

Editor

Mary Jo Bitner, Arizona State University, USA

Guest Co-Editors

Lia Patrício, University of Porto, Portugal

Raymond P. Fisk, Texas State University, USA

Anders Gustafsson, Karlstad University, Sweden