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Customer Experience and Service Design

In: Managing Consumer Services

Author

Listed:
  • Uday S. Karmarkar

    (UCLA Anderson School of Management)

  • Uma R. Karmarkar

    (Harvard Business School)

Abstract

While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the subject of service design has not been very visible in the research literature. There are many individual designers and design firms famous for their contributions to product design, but the same cannot be said for services. Undoubtedly many examples of outstanding service design exist and we will mention some later in this work. But recognition of service design as a discipline, as a management function or a job description, still seems to be rare.

Suggested Citation

  • Uday S. Karmarkar & Uma R. Karmarkar, 2014. "Customer Experience and Service Design," Springer Books, in: Enzo Baglieri & Uday Karmarkar (ed.), Managing Consumer Services, edition 127, chapter 7, pages 109-130, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-04289-3_7
    DOI: 10.1007/978-3-319-04289-3_7
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    Citations

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    Cited by:

    1. Manel Baucells & Silvia Bellezza, 2017. "Temporal Profiles of Instant Utility During Anticipation, Event, and Recall," Management Science, INFORMS, vol. 63(3), pages 729-748, March.
    2. Guillaume Roels, 2020. "High-Performance Practice Processes," Management Science, INFORMS, vol. 66(4), pages 1509-1526, April.
    3. Uday Karmarkar, 2015. "OM Forum—The Service and Information Economy: Research Opportunities," Manufacturing & Service Operations Management, INFORMS, vol. 17(2), pages 136-141, May.

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