Purpose Customer journeys have become an increasingly important topic in service
management and design. The purpose of this paper is to review customer journey …

Participatory research (PR) encompasses research designs, methods, and frameworks that
use systematic inquiry in direct collaboration with those affected by an issue being studied …

Through the proliferation of channels and ways to engage in these channels, customers
today have an unprecedented range of options to individualize their customer journey. This …

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

Participatory design (PD) in HCI has been successfully applied to vulnerable groups, but
further research is still needed on forced migrants. We report on a month-long case study …

Industry 4.0 provides increasing opportunities for manufacturing companies in servitization,
which has led to the emergence of digital servitization. Several single case studies have …

Co-creation has been adopted in many recent design and innovation projects, bringing
different stakeholders together and creating a shared understanding and new ideas through …

Abstract The scope of Human-Computer Interaction (HCI) research is expanding with regard
to the studied systems and stakeholders, and its impact areas. Service design has recently …

Governments around the world make their data available through platforms but,
disappointingly, the use of this data is lagging behind. This problem has been recognized in …

In the context of Industry 4.0, this paper stresses the importance of prioritizing human
resources in technological innovation to tackle the Great Resignation phenomenon. It …