The Practice of Service Design in Korea : Its Determinants and Performance in Enterprises
1
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
The tendency of servicification is shifting the foundation of industry from technology and suppliers to humans and consumers. As a result, innovation requires new perspectives based on demand side by grasping the behaviors of customers, and service design is attracting attention as an alternative for innovation. This study analyzes what factors prompt an enterprise to use service design and how service design affects firm performance, using survey data in Korea. It is shown that a firm is more likely to use service design if it has an independent design center, employs more designers, reflects customer needs better, and has sufficient design personnel and design infrastructure. This result implies that rather than other innovation factors, direct spending on design is likely to lead firms to implement service design. Design investment has a significantly positive effect on both quantitative and qualitative performance. Furthermore, the effects of design investment on sales, employment, and productivity are greater in firms using service design than in firms that do not. Since our empirical analysis shows that service design has a positive effect on firm’s performance and innovation, government’s policy should focus on encouraging firm’s to apply service design in its management by establishing the infrastructure.
Abstract
The tendency of servicification is shifting the foundation of industry from technology and suppliers to humans and consumers. As a result, innovation requires new perspectives based on demand side by grasping the behaviors of customers, and service design is attracting attention as an alternative for innovation. This study analyzes what factors prompt an enterprise to use service design and how service design affects firm performance, using survey data in Korea. It is shown that a firm is more likely to use service design if it has an independent design center, employs more designers, reflects customer needs better, and has sufficient design personnel and design infrastructure. This result implies that rather than other innovation factors, direct spending on design is likely to lead firms to implement service design. Design investment has a significantly positive effect on both quantitative and qualitative performance. Furthermore, the effects of design investment on sales, employment, and productivity are greater in firms using service design than in firms that do not. Since our empirical analysis shows that service design has a positive effect on firm’s performance and innovation, government’s policy should focus on encouraging firm’s to apply service design in its management by establishing the infrastructure.
참고문헌 (18)
- Birkhölzer, N., "Conference in Germany: Bringing the German and European service design scene together. Touchpoint", The Journal of Service Design, 4(3), pp.80~83 (2013)
- Design and company performance: Evidence from the community innovation survey, "Cereda, M.", Department of Trade and Industry, UK, ~ (2005)
- Chiva, R., "Investment in design and firm performance: The mediating role of design management", Journal of Product Innovation Management, 26(4), pp.424~440 (2009)
- Design Council, "Design Methods for Developing Services", Keeping Connected Business Challenge, ~ (2015)
- Erlhoff, M., "Design Dictionary: Perspectives on Design Terminology" (2008), Birkhäuser
- Gemser, G., "How integrating industrial design in the product development process impacts on company performance", Journal of Product Innovation Management, 18(1), pp.28~38 (2001)
- Hertenstein, J. H., "Valuing design: Enhancing corporate performance through design effectiveness", Design Management Journal, 12(3), pp.10~19 (2001)
- 장길상, "6시그마 성공요인이 흡수역량과 기업성과에 미치는 영향", 산업혁신연구, 29(4), pp.1~24 (2013), 산업개발연구소[DOI]
- 김보영, "디자인경영 패러다임 변화에 따른 성공요인 차이분석", 상품학연구, 28(2), pp.31~44 (2010), 한국상품학회[DOI]
- 김호곤, "디자인 성과와 기업 성과의 관계", 한국디자인문화학회지, 17(2), pp.140~149 (2011), 한국디자인문화학회
- 김보영, "중소기업의 디자인경영 성공요인 분석에 관한 연구", 디자인학연구, 22(3), pp.261~272 (2009), 한국디자인학회
- Maeda, J., "Design in tech report", paper presented at the South by Southwest (SXSW) Conference (2015)
- Mager, B., "From shareholder value to shared values: The value of service design", Touchpoint: The Journal of Service Design, 4(3), pp.62~65 (2013)
- 오인하, "기업의 IT활용이 기업성과에 미치는 영향 분석", 산업혁신연구, 32(4), pp.1~28 (2016), 산업개발연구소[DOI]
- Service Design in Korean Enterprises and Promotion Policies (in Korean), "Sung, Y.", Korea Institute for Industrial Economics and Trade, ~, pp.Research Report 2015-756 (2015)
- 성열용, "The Effects of Design Competence on Firm Performance: Empirical Evidence from the Case of Korea", 디자인학연구, 30(1), pp.87~99 (2017), 한국디자인학회[DOI]
- 류희숙, "이동통신 서비스 사업자의 기술혁신패턴과 기업성과에 관한 연구", 산업혁신연구, 26(2), pp.1~35 (2010), 산업개발연구소[DOI]
- Yoon, S., "A study of public service design model for citizen-centered public policy", doctoral, pp.2014