The literature has proposed ways to modularize information-technology-enabled services (ITeS) with limited success. We argue that applying design principles (DPs) can address this gap and revitalize the service modularization literature. With a qualitative research study, we develop exemplar DPs and a set of prioritized DPs for ITeS. We contribute to the literature by demonstrating how complex service systems, specifically ITeS, can be modularly designed. Our DPs show how different ITeS design elements or service attribute combinations impact the outcome-driven design of service experience. Based on the findings, we present a modular service design framework and a service design method that adopts DPs to create effective modular ITeS designs. We also offer ways to conceptualize and apply service modularization to improve the adoption of the modular service design by service designers and managers.

文献提出了将信息技术支持的服务 (ITeS) 模块化的方法，但成功有限。我们认为，应用设计原则 (DPs) 可以解决这一差距并重振服务模块化文献。通过定性研究，我们为 ITeS 开发了示例 DP 和一组优先 DP。我们通过展示如何模块化设计复杂的服务系统，特别是 ITeS，为文献做出贡献。我们的 DP 展示了不同的 ITeS 设计元素或服务属性组合如何影响服务体验的结果驱动设计。基于这些发现，我们提出了一个模块化的服务设计框架和一种采用 DPs 来创建有效的模块化 ITeS 设计的服务设计方法。