Presenting a service design model with meta-synthesis approach

Document Type : Research Paper


Department of New Business, Faculty of Entrepreneurship, University of Tehran, Tehran, Iran.



Purpose: Service design, which is a human-centered, creative and, repetitive process, leads to service innovation. It creates practical service solutions and high quality ideas through understanding the customer experience that enable organizations to avoid failure and helps to create and improve more useful, practical and pleasant services for the customers. As the main purpose of this research, the conceptual framework of service design has been presented by analyzing the studies of service design.
Methodology:  The research method is considered applied in terms of the purpose in which a meta-synthetic approach based on documents has been used. According to seven-step model of Sandelowski and Barroso, we reviewed a wide range of qualitative papers then we scrutinize 80 papers from valid scientific articles from 1982-2022.
Findings: By identifying 59 open codes from these articles, 21 central and distinct codes were obtained, afterwards 6 macro themes presented as a coherent framework. The extracted themes are elements of service design, process of service design, its challenges and, its results for company, its results for customer and, finally its conclusions for society. The consequence of this research can be a basis for the application of service design in companies and at the community level.
Conclusion: In conclusion, the research provides a comprehensive framework for service design that can help organizations create human-centered, innovative, and repeatable services. The framework includes the process and dimensions of service design, its challenges, and the results of service design application in the enterprise and for customers and society. By applying this framework, organizations can overcome setbacks and failures and create more useful, practical, and enjoyable services for customers. The findings of this research can be used as a basis for the benefits of service design implementation in enterprises and at the societal level.


Main Subjects

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