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A TRIZ-based method for new service design

by K.-H. H Chai, J Zhang, K C Tan
JOURNAL OF SERVICE RESEARCH ()

Abstract

This article demonstrates the viability of applying the theory of\ninventive problem solving (TRIZ) to services by proposing a new approach\nto new service design. Traditionally, the effectiveness of new service\ndesign is unpredictable as service design relies largely on inspiration\nand the past experiences of service designers. By integrating TRIZ\nproblem-solving tools and its knowledge base, the authors propose a new\nTRIZ-based approach to address this weakness in service design. Through\ntwo case studies, the proposed model is verified. This demonstrates the\nrelevance of TRIZ to service design. It is hoped that this article will\nraise awareness among service researchers so that more studies in this\ndirection are conducted.

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2 Readers on Mendeley
by Discipline
 
100% Design
by Academic Status
 
50% Student (Master)
 
50% Ph.D. Student
by Country
 
50% Brazil

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