{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,4]],"date-time":"2026-05-04T03:26:09Z","timestamp":1777865169004,"version":"3.51.4"},"reference-count":84,"publisher":"SAGE Publications","issue":"3","license":[{"start":{"date-parts":[[2016,11,28]],"date-time":"2016-11-28T00:00:00Z","timestamp":1480291200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Journal of Service Research"],"published-print":{"date-parts":[[2017,8]]},"abstract":"<jats:p>As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary method\u2014the Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research.<\/jats:p>","DOI":"10.1177\/1094670516680033","type":"journal-article","created":{"date-parts":[[2016,11,28]],"date-time":"2016-11-28T20:20:08Z","timestamp":1480364408000},"page":"240-258","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":156,"title":["The MINDS Method"],"prefix":"10.1177","volume":"20","author":[{"given":"Jorge","family":"Grenha Teixeira","sequence":"first","affiliation":[{"name":"INESC-TEC, Faculty of Engineering of the University of Porto, Porto, Portugal"}]},{"given":"Lia","family":"Patr\u00edcio","sequence":"additional","affiliation":[{"name":"INESC-TEC, Faculty of Engineering of the University of Porto, Porto, Portugal"}]},{"given":"Ko-Hsun","family":"Huang","sequence":"additional","affiliation":[{"name":"Blueair AB, Stockholm, Sweden"}]},{"given":"Raymond P.","family":"Fisk","sequence":"additional","affiliation":[{"name":"McCoy College of Business Administration, Texas State University, San Marcos, TX, USA"}]},{"given":"Leonel","family":"N\u00f3brega","sequence":"additional","affiliation":[{"name":"University of Madeira, Funchal, Portugal"}]},{"given":"Larry","family":"Constantine","sequence":"additional","affiliation":[{"name":"University of Madeira, Funchal, Portugal"}]}],"member":"179","published-online":{"date-parts":[[2016,11,28]]},"reference":[{"key":"bibr1-1094670516680033","first-page":"377","volume-title":"Handbook of Qualitative Research","author":"Adler Patricia A.","year":"1994"},{"key":"bibr2-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1504\/IJAHUC.2007.014070"},{"key":"bibr3-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670514539395"},{"key":"bibr4-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670514541002"},{"key":"bibr5-1094670516680033","volume-title":"Contextual Design: Defining Customer-Centered Systems","author":"Beyer Hugh","year":"1997"},{"key":"bibr6-1094670516680033","doi-asserted-by":"publisher","DOI":"10.2307\/41166446"},{"key":"bibr7-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/002224299005400105"},{"key":"bibr8-1094670516680033","first-page":"308","volume-title":"This Is Service Design Thinking","author":"Blomkvist Johan","year":"2010"},{"issue":"6","key":"bibr9-1094670516680033","first-page":"84","volume":"86","author":"Brown Tim","year":"2008","journal-title":"Harvard Business Review"},{"key":"bibr10-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1162\/07479360152681056"},{"key":"bibr11-1094670516680033","volume-title":"Sketching User Experiences: Getting the Design Right and the Right Design","author":"Buxton Bill","year":"2007"},{"key":"bibr12-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/S0953-5438(00)00023-0"},{"key":"bibr13-1094670516680033","volume-title":"Constructing Grounded Theory: A Practical Guide through Qualitative Analysis (Introducing Qualitative Methods Series)","author":"Charmaz Kathy","year":"2006"},{"issue":"2","key":"bibr14-1094670516680033","first-page":"15","volume":"5","author":"Clatworthy Simon","year":"2011","journal-title":"International Journal of Design"},{"key":"bibr15-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/978-1-84800-907-3_3"},{"key":"bibr16-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/S0272-6963(01)00094-8"},{"key":"bibr17-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/BF00988593"},{"key":"bibr18-1094670516680033","first-page":"65","volume-title":"First Nordic Conference on Service Design and Service Innovation","author":"Diana Chiara","year":"2009"},{"key":"bibr19-1094670516680033","volume-title":"New Service Development and Innovation in the New Economy","author":"Edvardsson Bo","year":"2000"},{"key":"bibr20-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1080\/02642069600000019"},{"key":"bibr21-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/978-0-387-76578-5_4"},{"key":"bibr22-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1162\/desi.2008.24.3.19"},{"key":"bibr23-1094670516680033","volume-title":"Elements of User Experience: User-Centered Design for the Web and Beyond","author":"Garrett Jesse James","year":"2011"},{"key":"bibr24-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094428112452151"},{"key":"bibr25-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/978-1-4419-1628-0_11"},{"key":"bibr26-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/S0272-6963(01)00090-0"},{"key":"bibr27-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1108\/09564231111174997"},{"key":"bibr28-1094670516680033","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2013\/37.2.01"},{"key":"bibr29-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.38.3.360"},{"key":"bibr30-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1362\/147539207X223357"},{"key":"bibr31-1094670516680033","doi-asserted-by":"publisher","DOI":"10.2307\/25148625"},{"key":"bibr32-1094670516680033","first-page":"78","volume-title":"Designing Services with Innovative Methods","author":"Holmlid Stefan","year":"2009"},{"key":"bibr33-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/978-0-387-76578-5_50"},{"key":"bibr34-1094670516680033","doi-asserted-by":"crossref","unstructured":"Holmlid Stefan (2007), \u201cInteraction Design and Service Design: Expanding a Comparison of Design Disciplines,\u201d In NorDes 2007. Stockholm. (accessed January 2015), [available at http:\/\/www.nordes.org\/opj\/index.php\/n13\/article\/view\/157\/140].","DOI":"10.21606\/nordes.2007.031"},{"key":"bibr35-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1108\/01443579910247383"},{"key":"bibr36-1094670516680033","volume-title":"Acting with Technology","author":"Kaptelinin V.","year":"2006"},{"issue":"1","key":"bibr37-1094670516680033","first-page":"243","volume":"5","author":"Kasanen Eero","year":"1993","journal-title":"Journal of Management Accounting Research"},{"issue":"2","key":"bibr38-1094670516680033","first-page":"41","volume":"5","author":"Kimbell Lucy","year":"2011","journal-title":"International Journal of Design"},{"key":"bibr39-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1504\/JDR.2008.019897"},{"key":"bibr40-1094670516680033","volume-title":"Services Marketing: People, Technology, Strategy","author":"Lovelock Christopher","year":"2011"},{"key":"bibr41-1094670516680033","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2015\/39.1.07"},{"key":"bibr42-1094670516680033","first-page":"28","volume-title":"Designing Services with Innovative Methods","author":"Mager Birgit","year":"2009"},{"key":"bibr43-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/s10257-008-0105-1"},{"key":"bibr44-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/0167-9236(94)00041-2"},{"key":"bibr45-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1093\/fampra\/13.6.522"},{"key":"bibr46-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-04-2013-0112"},{"key":"bibr47-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/j.jom.2006.07.004"},{"issue":"2","key":"bibr48-1094670516680033","first-page":"116","volume":"85","author":"Meyer C.","year":"2007","journal-title":"Harvard Business Review"},{"key":"bibr49-1094670516680033","doi-asserted-by":"publisher","DOI":"10.2307\/41166445"},{"key":"bibr50-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1162\/074793602320223253"},{"key":"bibr51-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1145\/347642.347758"},{"issue":"4","key":"bibr52-1094670516680033","first-page":"65","volume":"71","author":"Normann Richard","year":"1993","journal-title":"Harvard Business Review"},{"key":"bibr53-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670510385332"},{"key":"bibr54-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/j.emj.2008.04.005"},{"key":"bibr55-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670515576315"},{"key":"bibr56-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670509357611"},{"issue":"10","key":"bibr57-1094670516680033","first-page":"26","volume":"1","author":"Pacenti Elena","year":"2010","journal-title":"Design Research Journal"},{"key":"bibr58-1094670516680033","first-page":"187","volume-title":"Serving Customers Globally","author":"Patr\u00edcio Lia","year":"2013"},{"key":"bibr59-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670511401901"},{"key":"bibr60-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670508314264"},{"key":"bibr61-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-29863-9_29"},{"key":"bibr62-1094670516680033","doi-asserted-by":"publisher","DOI":"10.2753\/MIS0742-1222240302"},{"key":"bibr63-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-02-2014-0055"},{"key":"bibr64-1094670516680033","volume-title":"Interaction Design: Beyond Human-Computer Interaction","author":"Preece J.","year":"2002"},{"key":"bibr65-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670511435541"},{"key":"bibr66-1094670516680033","first-page":"415","volume-title":"8th European Academy of Design Conference","author":"Sangiorgi Daniela","year":"2009"},{"key":"bibr67-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5885.2009.00345.x"},{"key":"bibr68-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/002224298705100103"},{"issue":"1","key":"bibr69-1094670516680033","first-page":"133","volume":"62","author":"Shostack G. L.","year":"1984","journal-title":"Harvard Business Review"},{"key":"bibr70-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-29863-9_28"},{"key":"bibr71-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670506286324"},{"key":"bibr72-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670513481108"},{"key":"bibr73-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1109\/ICSSI.2013.39"},{"key":"bibr74-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1108\/09564231211248453"},{"key":"bibr75-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1145\/1142405.1142410"},{"key":"bibr76-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670511413912"},{"key":"bibr77-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-015-0456-3"},{"key":"bibr78-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2010.06.026"},{"key":"bibr79-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1016\/S0272-6963(01)00089-4"},{"key":"bibr80-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1287\/isre.3.1.36"},{"key":"bibr81-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1057\/ejis.2008.44"},{"key":"bibr82-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1108\/JSM-01-2015-0040"},{"key":"bibr83-1094670516680033","first-page":"194","volume-title":"Proceedings of the 4th ServDes, Conference on Service Design and Service Innovation","author":"Yu Eun","year":"2014"},{"key":"bibr84-1094670516680033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670509351960"}],"container-title":["Journal of Service Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/1094670516680033","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1177\/1094670516680033","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/1094670516680033","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,30]],"date-time":"2026-04-30T05:55:32Z","timestamp":1777528532000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/1094670516680033"}},"subtitle":["Integrating Management and Interaction Design Perspectives for Service Design"],"short-title":[],"issued":{"date-parts":[[2016,11,28]]},"references-count":84,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2017,8]]}},"alternative-id":["10.1177\/1094670516680033"],"URL":"https:\/\/doi.org\/10.1177\/1094670516680033","relation":{},"ISSN":["1094-6705","1552-7379"],"issn-type":[{"value":"1094-6705","type":"print"},{"value":"1552-7379","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,11,28]]}}}