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Service Design for Systemic Change in Legacy Organizations: A Bottom-Up Approach to Redesign
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0003-0700-0495
Oslo School of Architecture and Design, Norway.ORCID iD: 0000-0002-1068-6398
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-2887-2463
2022 (English)In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, 1st, p. 457-479Chapter in book (Other academic)
Abstract [en]

How might service design realize change in legacy organizations? This chapter discusses this question by linking service design research with literature on legacy organizations, which are characterized by highly regulated and well-established constellations of actors, resources and structures. Illustrative examples of service design approaches from healthcare and legal services show that tapping into agency at the individual level is important to enable and drive collective change. In this context, the role of service design is to establish an open and safe environment for actors to unpack underlying assumptions and experiment with new ways of working that can catalyze larger-scale change.

Place, publisher, year, edition, pages
Palgrave Macmillan, 2022, 1st. p. 457-479
Keywords [en]
Ecosystem change, Microfoundation, Multi-level theorizing, Service design, Service innovation
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-94918DOI: 10.1007/978-3-030-91828-6_24Scopus ID: 2-s2.0-85159421782ISBN: 978-3-030-91827-9 (print)ISBN: 978-3-030-91828-6 (electronic)OAI: oai:DiVA.org:kau-94918DiVA, id: diva2:1760156
Available from: 2023-05-29 Created: 2023-05-29 Last updated: 2023-05-29Bibliographically approved

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Karpen, Ingo OswaldVink, JosinaTrischler, Jakob

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Citation style
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  • de-DE
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  • nn-NB
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  • Other locale
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Output format
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