Service Design in Research Infrastructures

Benedetta Trivellato () and Laura Mariani ()
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Benedetta Trivellato: University of Milano-Bicocca, Department of Sociology and Social Research
Laura Mariani: University of Bergamo, Department of Management

A chapter in Research Infrastructure Management, 2026, pp 159-174 from Springer

Abstract: Abstract This chapter explores how Research Infrastructures (RIs) can improve the design and delivery of services they offer to diverse user communities. Adopting a service management perspective, it outlines a structured approach for analysing service processes, identifying weaknesses, and implementing effective redesign strategies. Drawing on examples from RI services, the chapter illustrates how gaps emerge in service provision and how redesign strategies can address them. Emphasizing user-centred design, it highlights the importance of understanding user needs and managing interactions across both standardized and customized services.

Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-032-20373-1_8

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DOI: 10.1007/978-3-032-20373-1_8

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