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Journal article

A TRIZ-based method for new service design

Chai K, Zhang J, Tan K...(+3 more)

JOURNAL OF SERVICE RESEARCH, vol. 8, issue 1 (2005) pp. 48-66 Published by SAGE PUBLICATIONS INC

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

Author-supplied keywords

  • decades
  • has led to a
  • in the past two
  • ment
  • new service develop-
  • new service development
  • process of service development
  • series of new
  • service design
  • systematic innovation
  • the
  • the trend of formalizing
  • triz

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