Service system transformation through service design: Linking analytical dimensions and service design approaches

• Tipo: Artigo em Revista Científica Internacional
• Data: 2021

Autores

Kaisa Koskela-Huotari (Autor) Outra; Lia Patrício (Autor) FEUP; Jie Zhang (Autor) Outra; Ingo Oswald Karpen (Autor) Outra; Daniela Sangiorgi (Autor) Outra; Laurel Anderson (Autor) Outra; Vanja Bogicevic (Autor) Outra

Revista

Título: Journal of Business Research

Vol. 136

Páginas: 343-355

ISSN: 0148-2963

Editora: Elsevier

Indexação

ISI Web of Knowledge - 26 Citações

Scopus - 37 Citações

Outras Informações

ID Authenticus: P-00V-J0K

DOI: 10.1016/j.jbusres.2021.07.034

Abstract (EN): 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.

Idioma: Inglês

Tipo (Avaliação Docente): Científica

Nº de páginas: 13