Title: Service development process: an integrated perspective in developing a service process for e-commerce

Authors: Sachin Shivaji Jadhav; Pratul Ch. Kalita

Addresses: Department of Design, Indian Institute of Technology – Guwahati, Guwahati – 781039, Assam, India ' Department of Design, Indian Institute of Technology – Guwahati, Guwahati – 781039, Assam, India

Abstract: The prime inspiration of this study is the strategic selection and integration of design methods for a service development process. Technological advancement and competitive business environments increased the selling of products and services over the internet. Thus, it is essential to build up knowledge of design-led approaches for academic and business organisers. In addition, to develop a service process for obtaining new customer value and service innovation, a multi-perspective approach is required. Only a few existing researchers discussed this topic in the field of e-commerce. Aiming to bridge the gap, strategic management and engineering, design thinking, service design, and information system were adapted for developing a service process model in e-commerce. The proposed service development process model includes three phases, namely, the input phase, intermediate phase, and output phase. A practical case of domestic plumbing services in e-commerce was considered to demonstrate the effectiveness of the proposed service development process model. This study helps service providers, designers, developers, and project managers for developing service processes in e-commerce.

Keywords: service development process; design thinking; design management; e-commerce; domestic plumbing.

DOI: 10.1504/IJSTM.2023.131713

International Journal of Services Technology and Management, 2023 Vol.28 No.3/4, pp.185 - 204

Accepted: 11 May 2022
Published online: 29 Jun 2023 *