An Integrative Design Framework for New Service Development

Service innovation is focused on customer value creation. At its core, customer-centric service innovation in an increasingly digital world is technology-enabled, human-centered, and process-oriented. This requires a cross-disciplinary, holistic approach to new service design and development (NSD). This paper proposes a new service strategy-aligned integrative design framework for NSD. It correlates the underlying theories and principles of disparate but interrelated aspects of service design thinking: service strategy, concept, design, experience and architecture into a coherent framework for NSD, consistent with the service brand value. Application of the framework to NSD is envisioned to be iterative and holistic, accentuated on continuous organizational and customer learning. The preliminary framework's efficacy is illustrated using a simplified telecom case example. © Springer International Publishing Switzerland 2014

The normative implications for labour policies

International audienceChapter 3 permitted validating the behaviour of the labour movement which sought, by way of offensive strikes during the growth phases of the Juglar cycle, to reduce working time in order to increase wages and thus make this cycle more regular. This chapter also allowed interpreting the observation made by historians that during the growth phases of this cycle, the profits of companies increased faster than wages, whereas the contrary occurred during recession phases. We showed that the origin of these facts lies in the asymmetry of power predominating in the labour market between employers and employees. In a context of technical progress, employers can influence the volume of work supplied by employees to such an extent that gains in productivity and the rise in added value generated during growth phases benefit the income gleaned from capital more than that earned from work. After several years, this growth results in a crisis of overinvestment and overproduction

L'émergence d'un modèle de service : enjeux et réalités

Ce livre propose un ensemble d'approches économiques et sociologiques du développement des services et du service dans la société actuelle. La différence entre « services » et « service » ne réside pas dans les thèmes abordés – la définition du produit et de la valeur, l'évaluation des performances, la compétence professionnelle, le rapport aux clients, la relation de l'organisation des entreprises à la mobilité des usages – mais bien dans la manière de les appréhender. En fin de compte, quelles sont les caractéristiques distinctives des entreprises de service et les problèmes qu'elles doivent affronter