Publications by category
Journal articles
Davies P, Parry G, Phillips L, Ng I (In Press). Boundary negotiations: a paradox theoretical approach for efficient and flexible modular systems.
International Journal of Operations and Production Management DOI.
Phillips L (2022). A Business Model Innovation Methodology for Implementing Digital Interpretation Experiences in European Cultural Heritage Attractions.
Journal of Heritage Tourism DOI.
Bird JM, Smart PA, Harris DJ, Phillips LA, Giannachi G, Vine SJ (2022). A Magic Leap in Tourism: Intended and Realized Experience of Head-Mounted Augmented Reality in a Museum Context.
Journal of Travel Research DOI.
Ponsignon F, Smart P, Phillips L (2018). A customer journey perspective on service delivery system design: insights from healthcare.
International Journal of Quality & Reliability ManagementAbstract:
A customer journey perspective on service delivery system design: insights from healthcare
Purpose
The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements.
Methodology
This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey.
Findings
Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all.
Limitations
Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories.
Practical implications
Adopting a patient journey perspective can improve practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve higher quality of patient care throughout the patient journey.
Originality/value
This paper extends existing literature on SDS design by adopting a customer journey perspective, revealing heterogeneity in experience quality across the customer journey currently unaccounted for in SDS design frameworks. Specifically, the findings challenge homogeneity in extant SDS design frameworks, evidencing the need for multiple, stage specific SDS design requirements.
Abstract.
DOI.
Smith L, Maull RS, Ng ICL (2014). Servitization and Operations Management: a Service-Dominant Logic Approach.
International Journal of Production and Operations Management,
34(2), 242-269.
DOI.
Smith L, Maull RS, Ng ICL (2012). The three value proposition cycles of equipment-based service.
Production Planning and Control,
23(7), 553-570.
Abstract:
The three value proposition cycles of equipment-based service
This article contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design and implementation of service systems, a service system being
considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM 2008). Specifically, this article investigates value propositions in the context of equipment-based service systems. Our qualitative
findings identify three value proposition cycles: Recovery, Availability and Outcome. In so doing, showing that providers offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative
connections between provider and customer systems.
Abstract.
DOI.
Ng ICL, Parry G, Smith L, Maull RS, Briscoe G (2012). Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls Royce. Journal of Service Management, 23(3), 416-439.
Chapters
Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In (Ed) Advancement of Services Systems.
Ponsignon F, Ageron B, Phillips L, Lavastre O (2017). Servitization and supply chain management: Preliminary evidence from a servitized organization. In Paché G, Fontaine V (Eds.) Projet et logistique, Paris: éditions ESKA, 19-33.
Ng I, Vargo SL, Phillips L (2014). Reconceptualizing Service through Service-dominant Logic. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovations, Oxford University Press, 122-133.
Phillips L, Ng I (2014). Service Systems for Value Co-Creation. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovation.
Ng ICL, Smith L (2012). An Integrative Framework of Value. In (Ed) , 207-243.
Ng ICL, Maull RS, Smith L (2011). Embedding the new Discipline of Service Science. In Demirkan H, Spohrer JH, Krishna K (Eds.)
The Science of Service Systems, Springer-Verlag New York Incorporated, 13-35.
Abstract:
Embedding the new Discipline of Service Science
Abstract.
Publications by year
In Press
Davies P, Parry G, Phillips L, Ng I (In Press). Boundary negotiations: a paradox theoretical approach for efficient and flexible modular systems.
International Journal of Operations and Production Management DOI.
Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In (Ed) Advancement of Services Systems.
2022
Phillips L (2022). A Business Model Innovation Methodology for Implementing Digital Interpretation Experiences in European Cultural Heritage Attractions.
Journal of Heritage Tourism DOI.
Bird JM, Smart PA, Harris DJ, Phillips LA, Giannachi G, Vine SJ (2022). A Magic Leap in Tourism: Intended and Realized Experience of Head-Mounted Augmented Reality in a Museum Context.
Journal of Travel Research DOI.
2018
Ponsignon F, Smart P, Phillips L (2018). A customer journey perspective on service delivery system design: insights from healthcare.
International Journal of Quality & Reliability ManagementAbstract:
A customer journey perspective on service delivery system design: insights from healthcare
Purpose
The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements.
Methodology
This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey.
Findings
Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all.
Limitations
Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories.
Practical implications
Adopting a patient journey perspective can improve practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve higher quality of patient care throughout the patient journey.
Originality/value
This paper extends existing literature on SDS design by adopting a customer journey perspective, revealing heterogeneity in experience quality across the customer journey currently unaccounted for in SDS design frameworks. Specifically, the findings challenge homogeneity in extant SDS design frameworks, evidencing the need for multiple, stage specific SDS design requirements.
Abstract.
DOI.
2017
Ponsignon F, Ageron B, Phillips L, Lavastre O (2017). Servitization and supply chain management: Preliminary evidence from a servitized organization. In Paché G, Fontaine V (Eds.) Projet et logistique, Paris: éditions ESKA, 19-33.
2014
Ng I, Vargo SL, Phillips L (2014). Reconceptualizing Service through Service-dominant Logic. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovations, Oxford University Press, 122-133.
Phillips L, Ng I (2014). Service Systems for Value Co-Creation. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovation.
Smith L, Maull RS, Ng ICL (2014). Servitization and Operations Management: a Service-Dominant Logic Approach.
International Journal of Production and Operations Management,
34(2), 242-269.
DOI.
2012
Ng ICL, Smith L (2012). An Integrative Framework of Value. In (Ed) , 207-243.
Smith L, Maull RS, Ng ICL (2012). The three value proposition cycles of equipment-based service.
Production Planning and Control,
23(7), 553-570.
Abstract:
The three value proposition cycles of equipment-based service
This article contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design and implementation of service systems, a service system being
considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM 2008). Specifically, this article investigates value propositions in the context of equipment-based service systems. Our qualitative
findings identify three value proposition cycles: Recovery, Availability and Outcome. In so doing, showing that providers offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative
connections between provider and customer systems.
Abstract.
DOI.
Ng ICL, Parry G, Smith L, Maull RS, Briscoe G (2012). Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls Royce. Journal of Service Management, 23(3), 416-439.
2011
Ng ICL, Maull RS, Smith L (2011). Embedding the new Discipline of Service Science. In Demirkan H, Spohrer JH, Krishna K (Eds.)
The Science of Service Systems, Springer-Verlag New York Incorporated, 13-35.
Abstract:
Embedding the new Discipline of Service Science
Abstract.
