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

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dc.contributor.author Koskela-Huotari, Kaisa
dc.contributor.author Patrício, Lia
dc.contributor.author Zhang, Jie
dc.contributor.author Karpen, Ingo Oswald
dc.contributor.author Sangiorgi, Daniela
dc.contributor.author Anderson, Laurel
dc.contributor.author Bogicevic, Vanja
dc.date.accessioned 2021-10-08T21:12:26Z
dc.date.available 2021-10-08T21:12:26Z
dc.date.copyright 2021 en_US
dc.date.issued 2021
dc.identifier.citation Koskela-Huotari, K., Patrício, L., Zhang, J., Karpen, I., O., Sangiorgi, D., Anderson, L., Bogicevic, V. (2021). Service system transformation through service design: Linking analytical dimensions and service design approaches. Journal of Business Research, 136, 343-355. https://doi.org/10.1016/j.jbusres.2021.07.034 en_US
dc.identifier.uri https://doi.org/10.1016/j.jbusres.2021.07.034
dc.identifier.uri http://hdl.handle.net/1828/13450
dc.description The authors wish to thank Lerzan Aksoy, Jay Kandampully, and the participants of the Thought Leadership Forum 2020 for their support and valuable feedback to the earlier drafts of this paper. en_US
dc.description.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. en_US
dc.description.sponsorship Kaisa Koskela-Huotari was supported by Jan Wallander and Tom Hedelius foundation research grant (W18-0013). en_US
dc.language.iso en en_US
dc.publisher Journal of Business Research en_US
dc.subject Service systems en_US
dc.subject Transformation en_US
dc.subject Service design en_US
dc.subject Hospitality en_US
dc.subject Tourism en_US
dc.subject Transformative service research en_US
dc.title Service system transformation through service design: Linking analytical dimensions and service design approaches en_US
dc.type Article en_US
dc.description.scholarlevel Faculty en_US
dc.description.reviewstatus Reviewed en_US


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