Service Design

Abstract

Stresses the necessity of systematic design of services. Asserts that systematic design is a necessary pre‐requisite for service quality. Describes how the Nordic School of Services has found that service quality is key to competitiveness and profitability. Asserts that gradually service design stands out as the master key. Introduces the concepts of servuction quality and design quality ‐ the two sources of service quality. Discusses techniques for service design and the relationship between profits, costs and quality. Concludes by summarizing a service design strategy.

Citation

Gummesson, E. (1990), "Service Design", The TQM Magazine, Vol. 2 No. 2. https://doi.org/10.1108/EUM0000000003027