Human issues in service design

Lori S. Cook, David E. Bowen, Richard B. Chase, Sriram Dasu, Doug M. Stewart, David A. Tansik

Research output: Contribution to journalArticlepeer-review

188 Scopus citations


A heightened awareness of the fundamental behavioral science principles underlying human interactions can be translated directly into service design. Service encounter design can be approached with the same depth and rigor found in goods production. Service encounters can be designed to enhance the customer's experience during the process and their recollection of the process after it is completed. This paper summarizes the key concepts from a panel discussion at the DSI National Meeting in Orlando in November 2000. The panel brought together a number of leading academic researchers to investigate current research questions relating to the human side of the design, development and deployment of new service technologies. Human issues from the customer and service provider vantage are illustrated and challenges to researchers for exploring this perspective are presented.

Original languageEnglish (US)
Pages (from-to)159-174
Number of pages16
JournalJournal of Operations Management
Issue number2
StatePublished - Apr 2002
Externally publishedYes


  • Human resource/OM interface
  • Service operations

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering


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