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The Multiple Identities of Service Design in Organizations and Innovation Projects

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Daniela Sangiorgi

    (Politecnico di Milano)

  • Stefan Holmlid

    (Linköpings Universitet)

  • Lia Patricio

    (Center of Industrial Engineering and Management, University of Porto)

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.

Suggested Citation

  • Daniela Sangiorgi & Stefan Holmlid & Lia Patricio, 2022. "The Multiple Identities of Service Design in Organizations and Innovation Projects," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 497-529, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_26
    DOI: 10.1007/978-3-030-91828-6_26
    as

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