{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,14]],"date-time":"2026-02-14T02:08:02Z","timestamp":1771034882233,"version":"3.50.1"},"reference-count":38,"publisher":"MDPI AG","issue":"4","license":[{"start":{"date-parts":[[2025,3,24]],"date-time":"2025-03-24T00:00:00Z","timestamp":1742774400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"Tianjin Art Science Planning Project","award":["B24024"],"award-info":[{"award-number":["B24024"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Symmetry"],"abstract":"<jats:p>Asymmetry of product\u2013service systems, that is, the presentation of services that does not match the expectations of stakeholders, often leads to inefficient services. To address design asymmetry in service systems, this study proposes a stakeholder-centric methodology for failure touchpoint identification and service reconfiguration. Grounded in the principles of multi-stakeholder value co-creation, the framework involves a three-phase process: systematic identification of failure-prone touchpoints through tripartite analysis (enterprise, service personnel, and user perspectives), generation of reconfiguration alternatives aligned with prioritized stakeholder requirements, and multi-criteria decision-making to optimize service configuration. The methodology achieves design symmetry by integrating stakeholder evaluations across failure diagnosis, causal analysis, and solution validation phases. A case study on a visitor management system demonstrates significant improvements in service quality (overall score increased from 0.70 to 0.81), validating the approach\u2019s efficacy. This research bridges the gap in existing studies by balancing multi-stakeholder interests, offering a novel contribution to service design literature.<\/jats:p>","DOI":"10.3390\/sym17040485","type":"journal-article","created":{"date-parts":[[2025,3,24]],"date-time":"2025-03-24T13:48:20Z","timestamp":1742824100000},"page":"485","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["A Failure Touchpoint Identification and Reconfiguration Approach for Enhancing Product\u2013Service Symmetry"],"prefix":"10.3390","volume":"17","author":[{"ORCID":"https:\/\/orcid.org\/0009-0001-5911-1667","authenticated-orcid":false,"given":"Zhuo","family":"Liu","sequence":"first","affiliation":[{"name":"Key Laboratory of Industrial Design and Ergonomics, Ministry of Industry and Information Technology, Northwestern Polytechnical University, Xi\u2019an 710072, China"},{"name":"School of Art & Design, Tianjin University of Technology, Tianjin 300384, China"}]},{"given":"Suihuai","family":"Yu","sequence":"additional","affiliation":[{"name":"Key Laboratory of Industrial Design and Ergonomics, Ministry of Industry and Information Technology, Northwestern Polytechnical University, Xi\u2019an 710072, China"}]},{"ORCID":"https:\/\/orcid.org\/0009-0004-9182-5098","authenticated-orcid":false,"given":"Wenjun","family":"Du","sequence":"additional","affiliation":[{"name":"Key Laboratory of Industrial Design and Ergonomics, Ministry of Industry and Information Technology, Northwestern Polytechnical University, Xi\u2019an 710072, China"}]},{"given":"Fangmin","family":"Cheng","sequence":"additional","affiliation":[{"name":"School of Design, Xi\u2019an Technology University, Xi\u2019an 710021, China"}]}],"member":"1968","published-online":{"date-parts":[[2025,3,24]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"353","DOI":"10.1016\/j.cie.2017.06.020","article-title":"A rough DEMATEL-based approach for evaluating interaction between requirements of product-service system","volume":"110","author":"Song","year":"2017","journal-title":"Comput. 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