Journal of Service Research (2005)
This paper aims to demonstrate 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, we 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. We hope this article will raise awareness among service researchers so that more studies in this direction are conducted.
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