| 1. |
- Koskela-Houtari, Kaisa, et al.
(författare)
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Service system transformation through service design : Linking analytical dimensions and service design approaches
- 2021
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Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 136, s. 343-355
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Tidskriftsartikel (refereegranskat)abstract
- The increasingly interconnected world is leading to continuous and profound transformations within and among service systems (e.g., firms, industries, societies). While service research studying such transformations is growing, the literature is missing a conceptualization of service system transformation (SST) that accounts for the richness and diversity of the phenomenon. This hinders the development of approaches to intentionally influence SST toward desired paths. Providing an integrated, multidimensional understanding of SST, this paper explores how service design can intentionally influence SST. To do so, the paper contributes by advancing conceptual clarity of SST and delineating three analytical dimensions—scope, endurance, and paradigmatic radicalness—that, in combination, provide a framework for understanding the diversity of the transformations unfolding within and across service systems. Building upon this conceptualization, the paper systematizes how service design approaches can foster SST along these dimensions, setting the ground for service design to further strengthen its transformative potential.
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| 2. |
- Patricio, Lia, et al.
(författare)
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Leveraging service design for healthcare transformation : toward people-centered, integrated, and technology-enabled healthcare systems
- 2020
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 1:5, s. 889-909
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Tidskriftsartikel (refereegranskat)abstract
- Purpose This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation. Design/methodology/approach This conceptual study starts by analyzing healthcare challenges in terms of demographic trends and economic constraints, along with the problems of lack of people-centricity, dispersion of care and slowness in incorporating emerging technologies. Then, it examines the theoretical underpinnings of service design to develop a framework for exploring how a human-centered, transformative and service systems approach can contribute to addressing healthcare challenges, with illustrative cases of service design research in healthcare being given. Findings The proposed framework explores how a human-centered service design approach can leverage the potential of technology and advance healthcare systems toward people-centered care; how a transformative service design approach can go beyond explanatory research of healthcare phenomena to develop innovative solutions for healthcare change and wellbeing; and how a service systems perspective can address the complexity of healthcare systems, hence moving toward integrated care. Originality/value This paper systematizes and develops a framework for how service design can contribute to healthcare transformation. It identifies key healthcare application areas for future service design research and pathways for advancing service design in healthcare by using new interdisciplinary bridges, methodological developments and theoretical foundations.
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| 3. |
- Sangiorgi, Daniela, et al.
(författare)
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Designing in highly contentious areas : Perspectives on a way forward for mental healthcare transformation
- 2019
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Ingår i: The Design Journal. - : Taylor & Francis. - 1460-6925 .- 1756-3062. ; 22, s. 309-330
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Tidskriftsartikel (refereegranskat)abstract
- There is growing interest in service design to support transformation in mental healthcare. Early research in this area has shown some promising results, but has also revealed the contentious nature of this work. A better understanding of the complexity of design in mental health is needed to support the development of approaches that are appropriate for this context. As such, the aim of this paper is to examine areas of contention and related strategies employed when designing for mental health transformation. To realize this aim, a qualitative multiple case study of ten service design initiatives in mental health contexts was conducted. The analysis revealed five interconnected contentious issues: organizational constraints; ensuring meaningful participation; culture clashes; power dynamics; and systems approaches. These contentious issues are detailed and related strategies from various cases are put forward, providing a rich foundation for the ongoing development of service design approaches in mental health.
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| 4. |
- Sangiorgi, Daniela, et al.
(författare)
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The Multiple Identities of Service Design in Organizations and Innovation Projects
- 2022
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Ingår i: The Palgrave Handbook of Service Management. - Cham : Palgrave Macmillan. - 9783030918279 - 9783030918286 ; , s. 497-529
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- The recent evolution of service design, both as a sub-field of design studies and as an approach that is adopted and practiced by multiple actors in organizations, has led to multiple identities and roles of service design practitioners. This chapter uses the theoretical construct of professional identity to study this evolution through a qualitative study with key experts and practitioners. Results highlight the professional development of service designers in organizations from more operational and tactical roles to more strategic and leadership positions; the ongoing hybridization of service design practice and potential future scenarios; the transversal and vertical trajectories and strategies to develop design capabilities in organizations.
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| 5. |
- Sangiorgi, Daniela, et al.
(författare)
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Toward a Participatory Design Approach to Service Design
- 2004
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Ingår i: PDC 2004 - Proceedings of the Eighth Conference on Participatory Design. - Toronto, Canada : ACM Press. ; , s. 148-151
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Konferensbidrag (refereegranskat)abstract
- This paper introduces service design as a potential Participatory Design (PD) theme. It proposes that the success of designing good services can be increased by including the perspectives and practices of the future service participants into the design process. Through the description of an action-research project, the paper explores the potentials and limitations of using an ethnographic approach and Activity Theory to frame the service design process and interpret the complexity of services.
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| 6. |
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| 7. |
- Wetter-Edman, Katarina, 1971-, et al.
(författare)
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Design for Service comes to Service Logic
- 2013
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Ingår i: Service Dominant Logic, Network and Systems Theory and Service Science. - Napoli : Giannini Editore. - 9788874316847
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Konferensbidrag (refereegranskat)abstract
- Purpose: This article aims to bridge recent work on Service Logic with practice and research in Design for Service to explore if and how human-centered participatory design approaches could provide an ideal source for interpreting existing service systems, proposing new ones and thus realize service logic in organizations.Design/methodology: This paper compares existing theoretical backgrounds and frameworks from Service Logicand Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, participation, context and experience.Findings: Service Logic provides a framework to understand service systems in action by focusing on how actors integrate resources to co-create value, while Design for Service provides an approach and tools to analyze current service systems in context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides frameworks, competence and tools enabling involved actors to participate in and be part of the service system re-design. Based in this the model Design for value co-creationis presented.Research implications: The authors bridge service research studies with Design for Service, articulating how Design for Service could be a key factorin realizing Service Logic in organizations. Emerging research questions and potentials for interdisciplinary work are part of our final conclusions.Originality/value: The paper extends the Service Logic literature by 1) repositioning service design from a phase of development to Design for Serviceas an approach to service innovation centered on understanding and engaging with customers’ own value creating practices 2) extends the meaning of value co-creationto include collaborative approaches for generation of new resource constellations and through this process achieving value co-creation in designing.
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| 8. |
- Wetter Edman, Katarina, et al.
(författare)
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Design for value co-creation : Towards an understanding fo the synergies between design for service and service logic
- 2014
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Ingår i: Journal of Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3970. ; 6:2, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.
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| 9. |
- Wetter-Edman, Katarina, 1971-, et al.
(författare)
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Design for Value Co-Creation : Exploring Synergies Between Design for Service and Service Logic
- 2014
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 6:2, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.
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