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

dc.contributor.authorKoskela-Huotari, Kaisa
dc.contributor.authorPatrício, Lia
dc.contributor.authorZhang, Jie
dc.contributor.authorKarpen, Ingo Oswald
dc.contributor.authorSangiorgi, Daniela
dc.contributor.authorAnderson, Laurel
dc.contributor.authorBogicevic, Vanja
dc.date.accessioned2021-10-08T21:12:26Z
dc.date.available2021-10-08T21:12:26Z
dc.date.copyright2021en_US
dc.date.issued2021
dc.descriptionThe 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.abstractThe 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.reviewstatusRevieweden_US
dc.description.scholarlevelFacultyen_US
dc.description.sponsorshipKaisa Koskela-Huotari was supported by Jan Wallander and Tom Hedelius foundation research grant (W18-0013).en_US
dc.identifier.citationKoskela-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.2021.07.034en_US
dc.identifier.urihttps://doi.org/10.1016/j.jbusres.2021.07.034
dc.identifier.urihttp://hdl.handle.net/1828/13450
dc.language.isoenen_US
dc.publisherJournal of Business Researchen_US
dc.subjectService systemsen_US
dc.subjectTransformationen_US
dc.subjectService designen_US
dc.subjectHospitalityen_US
dc.subjectTourismen_US
dc.subjectTransformative service researchen_US
dc.titleService system transformation through service design: Linking analytical dimensions and service design approachesen_US
dc.typeArticleen_US

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