Abstract
Service concept development is an important step in developing new services. A quality criterion for new service concepts is creativity, that is, the degree to which a service is novel and useful. This study focuses on the role of creativity support systems (CSS) in developing creative service concepts. We analyse how service organisations assess the IT they use in service concept development with regard to three distinct tool properties (playful, supportive of comprehension, or task-specific) and the impact of these properties on service concept creativity and user satisfaction. To answer corresponding research questions we conducted a survey of 425 German service companies. Results suggest that the CSS of 20-30% of the service organisations do not implement the tool properties. We found that, in general, all three CSS design properties increase user satisfaction and the creative quality of new service concepts, while task-specific functionality (specialisation) is particularly important.
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