Service design: managing services as a way of designing

Birgit Mager and Tina Weisser

Chapter 6 in Research Handbook on Services Management, 2022, pp 88-102 from Edward Elgar Publishing

Abstract: This article focuses on the changing and growing role played by design in service management and how this impacts the role of service managers. It gives a short outline of the history of service design, illustrating the wide impact that can be and has been achieved through service design in both the private and the public sector. It also outlines the process and the methods of service design and its implications for other disciplines. The article then focuses on the specific ways service management can integrate service design. Finally, the article looks at service design within organizations from a higher perspective - where service design is a long-term cultural commitment that changes the way service organizations think and act.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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