A TRIZ-Based Method for New Service Design

by K.-H. Chai, Jun Zang, Kay-Chuan Tan
Journal of Service Research ()
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Abstract

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. Tradi- tionally, the effectiveness of new service design is unpre- dictable 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 rele- vance 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.

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