TY - JOUR
T1 - Service system transformation through service design
T2 - Linking analytical dimensions and service design approaches
AU - Koskela-Huotari, Kaisa
AU - Patrício, Lia
AU - Zhang, Jie
AU - Karpen, Ingo Oswald
AU - Sangiorgi, Daniela
AU - Anderson, Laurel
AU - Bogicevic, Vanja
N1 - Publisher Copyright:
© 2021 The Authors
PY - 2021/11
Y1 - 2021/11
N2 - 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.
AB - 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.
KW - Hospitality
KW - Service design
KW - Service systems
KW - Tourism
KW - Transformation
KW - Transformative service research
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UR - http://www.scopus.com/inward/citedby.url?scp=85111938582&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2021.07.034
DO - 10.1016/j.jbusres.2021.07.034
M3 - Article
AN - SCOPUS:85111938582
SN - 0148-2963
VL - 136
SP - 343
EP - 355
JO - Journal of Business Research
JF - Journal of Business Research
ER -