The Multiple Identities of Service Design in Organizations and Innovation Projects

Daniela Sangiorgi (), Stefan Holmlid () and Lia Patricio ()
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Daniela Sangiorgi: Politecnico di Milano
Stefan Holmlid: Linköpings Universitet
Lia Patricio: Center of Industrial Engineering and Management, University of Porto

A chapter in The Palgrave Handbook of Service Management, 2022, pp 497-529 from Springer

Abstract: 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.

Keywords: Professional identity; Service design; Service management; Service design practice (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_26

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DOI: 10.1007/978-3-030-91828-6_26

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