A Service Engineering Method for Knowledge-Intense Person-Oriented Services

Menschner, Philipp

kassel university press, ISBN: 978-3-86219-794-1, 2015, 293 Pages
(Research on IT / Service / Innovation / Collaboration 4)

URN: urn:nbn:de:0002-37952

DOI: 10.19211/KUP9783862197958

Zugl.: Kassel, Univ., Diss. 2014

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Content: Knowledge-intense, person-oriented services, predominately existent in sectors like health care, home care or education, are of high economic relevance in terms of market size and growth, yet they are laggards in terms of diffusion and realization of IT potentials.

Philipp Menschner presents a method that closes a gap in existing research, synthesizing methods from service engineering, service design and interaction design. By extending service blueprinting and developing principles and guidelines for analyzing and informing design, it guides the engineer through five phases, from studying the problem domain via analysis and redesign of the service to the design of new IT-enabled service offerings. The application in four cases illustrates the method
and provides insights and lessons learned on service development in the domains of health care and education.

The book targets researchers, lecturers and students in information systems, business administration and human computer interaction. It further provides practitioners with insights and guidelines for a successful design of IT-based services and can help companies to lever IT potentials more systematically and efficiently.

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