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<p>Service Design (SD) has evolved from an operational concern with service processes into a transdisciplinary field spanning service research, design, marketing, operations management, information systems and human–computer interaction. This article maps the intellectual and chronological evolution of SD through a bibliometric study of 5293 documents published between 1959 and 2024, combined with a focused co-citation analysis from 2020 to 2024. Co-citation analysis of 100 references reveals four clusters that trace shifts in SD: Operational Origins and Experience, Operations and Hybrid Product–Service Models, Foundational Service Lenses, and Service Design Methods and Principles. These clusters show a progression from an operational, firm-centred view towards ecosystemic perspectives. A focused co-citation analysis of publications from 2020 to 2024 identifies six research lines that signal new directions around technology-enabled services, customer experience and journeys, systems thinking and ecosystem design, outcome-oriented value, and implementation and co-production in cross-sector ecosystems.</p>

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A bibliometric study on Service Design: mapping the intellectual structure and unravelling emerging research lines

  • 期刊论文

  • 出版模式：

    开放获取

  • 发表日期：

    2026年7月21日

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  • Maricela Salgado,
  • Valeria De Castro,
  • Esperanza Marcos

摘要

Service Design (SD) has evolved from an operational concern with service processes into a transdisciplinary field spanning service research, design, marketing, operations management, information systems and human–computer interaction. This article maps the intellectual and chronological evolution of SD through a bibliometric study of 5293 documents published between 1959 and 2024, combined with a focused co-citation analysis from 2020 to 2024. Co-citation analysis of 100 references reveals four clusters that trace shifts in SD: Operational Origins and Experience, Operations and Hybrid Product–Service Models, Foundational Service Lenses, and Service Design Methods and Principles. These clusters show a progression from an operational, firm-centred view towards ecosystemic perspectives. A focused co-citation analysis of publications from 2020 to 2024 identifies six research lines that signal new directions around technology-enabled services, customer experience and journeys, systems thinking and ecosystem design, outcome-oriented value, and implementation and co-production in cross-sector ecosystems.