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The Multiple Identities of Service Design in Organizations and Innovation Projects

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The Palgrave Handbook of Service Management

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.

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Notes

  1. 1.

    https://www.transformingdesigners.com/.

  2. 2.

    https://www.servicedesignmap.polimi.it/.

  3. 3.

    See: https://www.dmi.org/page/What_is_Design_Manag.

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Authors and Affiliations

  1. Department of Design, Politecnico di Milano, Milan, Italy

    Daniela Sangiorgi

  2. Department of Computer and Information Science, Linköpings Universitet, Linköping, Sweden

    Stefan Holmlid

  3. Center of Industrial Engineering and Management, University of Porto, Porto, Portugal

    Lia Patricio

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  1. Daniela Sangiorgi
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  2. Stefan Holmlid
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  3. Lia Patricio
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Correspondence to Daniela Sangiorgi .

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Editors and Affiliations

  1. CTF, Service Research Center, Karlstad University, Karlstad, Sweden

    Bo Edvardsson  & Bård Tronvoll  & 

  2. Inland Norway University of Applied Sciences, Elverum, Norway

    Bård Tronvoll

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Sangiorgi, D., Holmlid, S., Patricio, L. (2022). The Multiple Identities of Service Design in Organizations and Innovation Projects. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_26

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