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Published in:
2012 | OriginalPaper | Chapter
Using Design Science Research to Develop a Modeling Technique for Service Design
Authors : Lysanne Lessard, Eric Yu
Published in: Design Science Research in Information Systems. Advances in Theory and Practice
Publisher: Springer Berlin Heidelberg
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Knowledge-intensive business services (KIBS) such as consulting and research and development services are important factors of performance and innovation in industrialized economies. However, current modeling techniques aimed at supporting service design do not account for their core characteristics such as the relational nature of exchanges among providers, clients, and other actors. Using data from a case of academic research and development service as a type of KIBS, we present a modeling technique that can support the design of successful service engagements in this domain. This work is guided by the understanding of service as a process of collaborative value creation, or value cocreation. Beyond the contribution of the modeling technique to KIBS design, our work shows the strength of using a Design Science Research methodology in creating design artifacts that are strongly aligned with the problem domain for which they are developed.