Advancing Service Design Thinking with End-of-Life Care Insights: The Unified Service Design Spectrum Framework
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Wu, L
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Abstract
This study focuses on involving end-users in designing an innovative end-of-life (EOL) care model for the aging populations. Advocating for community participation, it integrates diverse methods and empirical insights to enhance EOL services and extend service design theory. With 32 participants in a community forum, three core themes emerged: home-based care, transition and care team, and holistic care. The Unified Service Design Spectrum framework, extends service design principles to the EOL context. The study suggests future research directions, including stakeholder complexity, time-sensitive service design nuances, outcome tangibility, systemic interconnectedness, interplay of dimensions, cross-industry comparisons, and cross-cultural service design.
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Services Marketing Quarterly
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© 2024 The Author(s). Published with license by Taylor & Francis Group, LLC. This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited, and is not altered, transformed, or built upon in any way. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.
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Commercial services
Marketing
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Carlini, J; Wu, L, Advancing Service Design Thinking with End-of-Life Care Insights: The Unified Service Design Spectrum Framework, Services Marketing Quarterly, 2024