Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Team diversity and its management in a co-design team
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-2887-2463
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-7006-9906
Southern Cross Business School, Southern Cross University, Lismore, Australia.
2017 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 1, p. 120-145Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to explore the conditions under which a co-design team comprised of in-house professionals and leading-edge service users can generate innovative service design concepts. Design/methodology/approach: The investigation used a field-experimental design to conduct two studies. Observations and open-ended questionnaires were used to examine cross-comparison matrices with experts rating the generated outcomes and t-tests being used to compare the outcome ratings between teams of different compositions. Findings: The outcomes produced by a co-design team seem to be linked to the team diversity – process facilitation relationship. Bringing a variety of knowledge and skills into the team can lead to original outcomes, while a high disparity between members’ backgrounds can require extensive efforts to facilitate a collaborative process. Separation between users’ objectives can result in a user-driven process and outcomes that are too specific for the broader marketplace. Co-design teams that characterize minimum separation, maximum variety, and moderate disparity are likely to produce the most promising results. Research limitations/implications: The research was restricted to a narrowly defined study setting and samples. Future research should replicate the current study in other service contexts using different team compositions. Practical implications: Co-design requires the careful selection of users based on their background and motivations, as well as the facilitation of a process that enables the team to collaboratively transform relevant knowledge into innovative outcomes. Originality/value: The research contributes to a better understanding of the team composition – process facilitation relationship affecting innovation outcomes. Doing so provides a more fine-grained picture of the co-design team composition and the facilitation requirements for service design. © 2018, Emerald Publishing Limited.

Place, publisher, year, edition, pages
Bingley, UK: Emerald Group Publishing Limited, 2017. Vol. 29, no 1, p. 120-145
Keywords [en]
Co-design, Customer co-creation, Service design, Service innovation, Team research
National Category
Business Administration Psychology (excluding Applied Psychology)
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-66406DOI: 10.1108/JOSM-10-2016-0283ISI: 000427788800005Scopus ID: 2-s2.0-85041426450OAI: oai:DiVA.org:kau-66406DiVA, id: diva2:1183399
Available from: 2018-02-16 Created: 2018-02-16 Last updated: 2018-04-19Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Trischler, JakobKristensson, Per

Search in DiVA

By author/editor
Trischler, JakobKristensson, Per
By organisation
Service Research Center (from 2013)Department of Psychology
In the same journal
Journal of Service Management
Business AdministrationPsychology (excluding Applied Psychology)

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 282 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf