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Tracing the Systems Turn in Service Design and Innovation: Convergence Toward Service System Transformation

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Kaisa Koskela-Huotari

    (Stockholm School of Economics)

  • Josina Vink

    (Institute of Design, Oslo School of Architecture and Design)

Abstract

Both service design and service innovation scholars are embracing a more systemic understanding of the outcomes and processes underpinning design and innovation in the service context. This chapter provides an overview of this ongoing “systems turn” and shows how service design and service innovation discourses are converging toward informing a common phenomenon: service system transformation. The two discourses provide distinct, yet complementary perspectives in understanding how transformation within service systems unfolds by shedding light on the nature of intentional design and innovation interventions and how these intentional efforts bring forth change as part of the broader systemic and institutional processes at play within service systems.

Suggested Citation

  • Kaisa Koskela-Huotari & Josina Vink, 2022. "Tracing the Systems Turn in Service Design and Innovation: Convergence Toward Service System Transformation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 531-553, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_27
    DOI: 10.1007/978-3-030-91828-6_27
    as

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