Abstract Smart-Product Service Systems (S-PSS) emerge as a novel strategy to integrate
smart products with advanced digital capabilities and their related e-services to satisfy user's …

Purpose The purpose of this paper is to systematically review the concepts and theories
underlying customer service experience (CSE) and its underlying five dimensions (physical …

To mainstream sustainability, we need to understand the value gained from sustainability by
users. We apply a user-centred design methodology to develop an agile, iterative …

While service design has been highlighted as a promising approach for driving innovation,
there are often struggles in realizing lasting change in practice. The issues with long-term …

This article contributes a novel approach to public service design in the age of digitalization.
Termed 'design for experience', this approach builds on developments in the fields of …

While co-design with users has evolved as a promising approach to service innovation, it
remains unclear how it can be used in public service contexts. This article addresses this …

Codesign allows a design team to combine two sets of knowledge that are key to service
design: Customer insights into latent user needs and in-house professionals' conversion of …

Although new service development (NSD) studies have contributed to developing
systematic approaches to service innovation, their product-oriented and provider-centric …

Service design and innovation are receiving greater attention from the service research
community because they play crucial roles in creating new forms of value cocreation with …

The growing phenomenon of the sharing economy facilitates collaborative production and
consumption, which highlights the concept of value co-creation. The current study aims to …