Advertisement

Products and Services—Strangers or Siamese Twins?

  • Prashanth Radhakrishna Wagle
  • Ravi Mahamuni
  • Krishnesh Mehta
Conference paper
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 134)

Abstract

Services are becoming complex with ever-shifting customer expectations and technological advancements. Consumers are moving away from the liability of owning a solution to fulfilling needs through contractual access to the benefits of a solution. Sharing economy and newer business models such as service platforms exemplified by the popularity of Uber and Rentomojo are becoming more common. Hence, products must incorporate features, modes of interactions, and technological elements that will provide rightful access to the benefits. In view of the dynamics between products and services, it is necessary to investigate which characteristics individually and together that make product service systems desirable and memorable for the users. Through existing literature, we came up with an exhaustive list of the service and product characteristics. Later using two case studies, we mapped these characteristics to prepare a comparison. We suggest answers to questions such as “Is only the intangibility of services a primary differentiator to products?” and “What product characteristics can be realized through services?”

Keywords

Service design Product design Research through design 

References

  1. 1.
    Snelders, D.: Service design Without Technology is No Longer an Option. https://www.tudelft.nl/en/ide/research/discover-design/service-design-without-technology-is-no-longer-an-option/ (visited on 05/04/2018)
  2. 2.
    Godin, D., Zahedi, M.: Aspects of research through design: a literature review. In: DRS 2014: Design’s Big Debates, vol. 1, pp. 1667–1680 (2014)Google Scholar
  3. 3.
    Hanington, B., Martin, B.: Universal Methods of Design. Rockport, Beverley, MA, USA (2012)Google Scholar
  4. 4.
    Kawakita, J.: The Original KJ Method. Kawakita Research Institute, Tokyo (1991)Google Scholar
  5. 5.
    Adams, J.L.: Good Products, Bad Products (2012)Google Scholar
  6. 6.
    Salustri, F.A.: A List of Product Characteristics. http://deed.ryerson.ca/~fil/t/pc-list.html (visited on 04/04/2018)
  7. 7.
    Bloch, P.H.: Seeking the ideal form: product design and consumer response. J. Mark. 16–29 (1995)Google Scholar
  8. 8.
    Gibson, J.J.: The Theory of Affordances, Perceiving, Acting and Knowing (1977)Google Scholar
  9. 9.
    Norman, D.: The Design of Everyday Things, Revised and Expanded Edition (2013)Google Scholar
  10. 10.
    Wemmerlöv, U.: A taxonomy for service processes and its implications for system design. Int. J. Serv. Ind. Manage. 1, 20–40 (1990)CrossRefGoogle Scholar
  11. 11.
    Buzacott, J.A.: Service system structure. Int. J. Prod. Econ. 68, 15–27 (2000)CrossRefGoogle Scholar
  12. 12.
    Bitner, M.J.: Evaluating service encounters: the effects of physical surroundings and employee responses. J. Mark. 69–82 (1990)Google Scholar
  13. 13.
    Hoffman, K.D., Bateson, J.E.: Essentials of services marketing: Concepts, strategies and cases, South-Western Pub (2001)Google Scholar
  14. 14.
    Haesen, R., Snoeck, M., Lemahieu, W., Poelmans, S.: On the definition of service granularity and its architectural impact. In: International Conference on Advanced Information Systems Engineering. Springer, Berlin (2008)Google Scholar
  15. 15.
    Wang, Y., Xu, Z., Sun, Y.: Research of online expandability of service grid. In: International Conference on Grid and Cooperative Computing. Springer, Berlin (2003)Google Scholar
  16. 16.
    Dörbecker R., Böhmann T.: The concept and effects of service modularity—a literature review. In: 46th Hawaii International Conference on System Sciences (HICSS) (2013)Google Scholar
  17. 17.
    Taura, T., Nagai, Y.: A definition of design and its creative features. International Association of Societies of Design Research (2009)Google Scholar
  18. 18.
    Bitner, M.J.: Servicescapes: the impact of physical surroundings on customers and employees. J. Mark. 57–71 (1992)Google Scholar

Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  • Prashanth Radhakrishna Wagle
    • 1
  • Ravi Mahamuni
    • 2
    • 3
  • Krishnesh Mehta
    • 1
  1. 1.National Institute of Design AhmedabadGujaratIndia
  2. 2.Tata Consultancy ServicesPuneIndia
  3. 3.Indian Institute of Technology GuwahatiGuwahatiIndia

Personalised recommendations