{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,15]],"date-time":"2025-10-15T18:08:29Z","timestamp":1760551709228,"version":"3.40.3"},"publisher-location":"Cham","reference-count":120,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783030918279"},{"type":"electronic","value":"9783030918286"}],"license":[{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2022]]},"DOI":"10.1007\/978-3-030-91828-6_26","type":"book-chapter","created":{"date-parts":[[2022,5,24]],"date-time":"2022-05-24T12:03:32Z","timestamp":1653393812000},"page":"497-529","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["The Multiple Identities of Service Design in Organizations and Innovation Projects"],"prefix":"10.1007","author":[{"given":"Daniela","family":"Sangiorgi","sequence":"first","affiliation":[]},{"given":"Stefan","family":"Holmlid","sequence":"additional","affiliation":[]},{"given":"Lia","family":"Patricio","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2022,5,25]]},"reference":[{"issue":"6","key":"26_CR1","doi-asserted-by":"publisher","first-page":"588","DOI":"10.1016\/j.destud.2011.07.004","volume":"32","author":"RS Adams","year":"2011","unstructured":"Adams, R. S., Daly, S. R., Mann, L. M., & Dall\u2019Alba, G. (2011). Being a professional: Three lenses into design thinking, acting, and being. Design Studies, 32(6), 588\u2013607.","journal-title":"Design Studies"},{"key":"26_CR2","volume-title":"The firm as a collaborative community: Reconstructing trust in the knowledge economy","author":"PS Adler","year":"2006","unstructured":"Adler, P. S., & Heckscher, C. (2006). Towards a collaborative community. In C. Heckscher & P. S. Adler (Eds.), The firm as a collaborative community: Reconstructing trust in the knowledge economy. Oxford University Press."},{"key":"26_CR3","unstructured":"Akama, Y., Fennessy, L., Harrington, S., & Farago, A. (2020). ServDes. 2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2\u20135 February 2021, Melbourne, Australia."},{"issue":"1","key":"26_CR4","doi-asserted-by":"publisher","first-page":"21","DOI":"10.1108\/JOSM-04-2015-0123","volume":"27","author":"TW Andreassen","year":"2016","unstructured":"Andreassen, T. W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B., & Colurcio, M. (2016). Linking service design to value creation and service research. Journal of Service Management, 27(1), 21\u201329.","journal-title":"Journal of Service Management"},{"key":"26_CR5","unstructured":"Aric\u00f2. (2018). Service design as a transformative force: Introduction and adoption in an organizational context (Doctoral dissertation). Delft University of Technology."},{"key":"26_CR6","doi-asserted-by":"publisher","DOI":"10.4324\/9781410600035","volume-title":"Role transitions in organizational life: An identity-based perspective","author":"B Ashforth","year":"2000","unstructured":"Ashforth, B. (2000). Role transitions in organizational life: An identity-based perspective. Routledge."},{"key":"26_CR7","first-page":"31","volume-title":"ServDes. 2012 Conference Proceedings Co-Creating Services","author":"SG Bailey","year":"2012","unstructured":"Bailey, S. G. (2012). Embedding service design: The long and the short of it. InServDes. 2012 Conference Proceedings Co-Creating Services (pp. 31\u201341). Link\u00f6ping University Electronic Press, Link\u00f6pings universitet."},{"key":"26_CR8","volume-title":"The social construction of knowledge","author":"P Berger","year":"1966","unstructured":"Berger, P., & Luckmann, T. (1966). The social construction of knowledge. Doubleday."},{"key":"26_CR9","doi-asserted-by":"publisher","first-page":"82","DOI":"10.1016\/j.destud.2020.02.003","volume":"68","author":"TA Bj\u00f6rklund","year":"2020","unstructured":"Bj\u00f6rklund, T. A., Keipi, T., & Maula, H. (2020). Crafters, explorers, innovators, and co-creators: Narratives in designers\u2019 identity work. Design Studies, 68, 82\u2013112.","journal-title":"Design Studies"},{"issue":"2","key":"26_CR10","doi-asserted-by":"publisher","first-page":"171","DOI":"10.2752\/175630615X14212498964196","volume":"18","author":"J Blomberg","year":"2015","unstructured":"Blomberg, J., & Darrah, C. (2015). Towards an anthropology of services. The Design Journal, 18(2), 171\u2013192.","journal-title":"The Design Journal"},{"key":"26_CR11","volume-title":"Participatory design. Principles and practices","author":"J Blomberg","year":"1993","unstructured":"Blomberg, J., Giacomi, J., Mosher, A., & Swenton-Wall, P. (1993). Ethnographic field methods and their relation to design. In D. Shuler & A. Namioka (Eds.), Participatory design. Principles and practices. LEA Publishers."},{"key":"26_CR12","first-page":"1","volume-title":"Service Design Geographies. The ServDes. 2016 Conference, Copenhagen 24\u201326 May 2016","author":"J Blomkvist","year":"2016","unstructured":"Blomkvist, J., Clatworthy, S., & Holmlid, S. (2016). Ways of seeing the design material of service. InService Design Geographies. The ServDes. 2016 Conference, Copenhagen 24\u201326 May 2016 (Vol. 125, pp. 1\u201313). Link\u00f6ping University Electronic Press."},{"key":"26_CR13","volume-title":"ServDes. 2020 Tensions, Paradoxes+ Plurality","author":"J Blomkvist","year":"2020","unstructured":"Blomkvist, J., Rodrigues, V., & Overkamp, T. (2020). Challenges facing service design practitioners: A pilot study. InServDes. 2020 Tensions, Paradoxes+ Plurality. Link\u00f6ping University Electronic Press."},{"key":"26_CR14","volume-title":"Managing as designing","author":"R Boland","year":"2004","unstructured":"Boland, R., & Collopy, F. (2004). Managing as designing. Bibliovault OAI Repository, the University of Chicago Press."},{"key":"26_CR15","doi-asserted-by":"crossref","unstructured":"Brandt, E. (2006). Designing exploratory design games. A framework for participation in participatory design? Proceedings of the Ninth Participatory Design Conference, Trento, Italy.","DOI":"10.1145\/1147261.1147271"},{"issue":"3","key":"26_CR16","doi-asserted-by":"publisher","first-page":"90","DOI":"10.2307\/41165945","volume":"40","author":"JS Brown","year":"1998","unstructured":"Brown, J. S., & Duguid, P. (1998). Organizing knowledge. California Management Review, 40(3), 90\u2013111.","journal-title":"California Management Review"},{"key":"26_CR17","volume-title":"Change by design: How design thinking transforms organizations and inspires innovation","author":"T Brown","year":"2009","unstructured":"Brown, T. (2009). Change by design: How design thinking transforms organizations and inspires innovation. Harper Business."},{"issue":"4","key":"26_CR19","doi-asserted-by":"publisher","first-page":"347","DOI":"10.2307\/2695833","volume":"62","author":"PJ Burke","year":"1999","unstructured":"Burke, P. J., & Stets, J. E. (1999). Trust and commitment in an identity verification context. Social Psychology Quarterly, 62(4), 347\u2013366.","journal-title":"Social Psychology Quarterly"},{"key":"26_CR20","unstructured":"Burns, C., Cottam, H., Vanstone, C., & Winhall, J. (2006). Transformation design. RED Paper, 2."},{"issue":"3","key":"26_CR21","first-page":"69","volume":"13","author":"M Caic","year":"2019","unstructured":"Caic, M., Holmlid, S., Mahrz, D., & Odekerken-Schroder, G. (2019). Beneficiaries\u2019 view of actor networks: Service resonance for pluralistic actor networks. International Journal of Design, 13(3), 69\u201388.","journal-title":"International Journal of Design"},{"issue":"1","key":"26_CR22","first-page":"1","volume":"17","author":"HV Carstensen","year":"2012","unstructured":"Carstensen, H. V., & Bason, C. (2012). Powering collaborative policy innovation: Can innovation labs help. The Innovation Journal: The Public Sector Innovation Journal, 17(1), 1\u201326.","journal-title":"The Innovation Journal: The Public Sector Innovation Journal"},{"issue":"June","key":"26_CR23","doi-asserted-by":"publisher","first-page":"889","DOI":"10.1002\/job.2318","volume":"39","author":"BB Caza","year":"2018","unstructured":"Caza, B. B., Vough, H., & Puranik, H. (2018). Identity work in organizations and occupations: Definitions, theories, and pathways forward. Journal of Organizational Behavior, 39(June), 889\u2013910. https:\/\/doi.org\/10.1002\/job.2318","journal-title":"Journal of Organizational Behavior"},{"key":"26_CR24","volume-title":"Constructing grounded theory","author":"K Charmaz","year":"2014","unstructured":"Charmaz, K. (2014). Constructing grounded theory (2nd ed.). Sage.","edition":"2"},{"key":"26_CR25","doi-asserted-by":"publisher","DOI":"10.2307\/j.ctvjf9x0h","volume-title":"The predicament of culture","author":"J Clifford","year":"1988","unstructured":"Clifford, J. (1988). The predicament of culture. Harvard University Press."},{"issue":"1","key":"26_CR26","doi-asserted-by":"publisher","first-page":"112","DOI":"10.1016\/j.destud.2017.09.002","volume":"55","author":"N Costa","year":"2018","unstructured":"Costa, N., Patr\u00edcio, L., Morelli, N., & Magee, C. L. (2018). Bringing service design to manufacturing companies: Integrating PSS and service design approaches. Design Studies, 55(1), 112\u2013114.","journal-title":"Design Studies"},{"key":"26_CR27","volume-title":"Open welfare: Designs on the public good","author":"H Cottam","year":"2004","unstructured":"Cottam, H., & Leadbeater, C. (2004). Open welfare: Designs on the public good. Design Council."},{"issue":"3","key":"26_CR28","doi-asserted-by":"publisher","first-page":"49","DOI":"10.1162\/074793601750357196","volume":"17","author":"N Cross","year":"2001","unstructured":"Cross, N. (2001). Designerly ways of knowing: Design discipline versus design science. Design Issues, 17(3), 49\u201355.","journal-title":"Design Issues"},{"issue":"1","key":"26_CR29","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1111\/j.1469-5812.2008.00475.x","volume":"41","author":"G Dall\u2019Alba","year":"2009","unstructured":"Dall\u2019Alba, G. (2009). Learning professional ways of being: Ambiguities of becoming. Educational Philosophy and Theory, 41(1), 34\u201345.","journal-title":"Educational Philosophy and Theory"},{"key":"26_CR30","volume-title":"Dienstleistung braucht Design, Professioneller Produkt- und Markenauftritt f\u00fcr Serviceanbieter","author":"M Erlhoff","year":"1997","unstructured":"Erlhoff, M., Mager, B., & Manzini, E. (1997). Dienstleistung braucht Design, Professioneller Produkt- und Markenauftritt f\u00fcr Serviceanbieter. Hermann Luchterhand Verlag GmbH."},{"issue":"2","key":"26_CR31","doi-asserted-by":"publisher","first-page":"270","DOI":"10.1177\/0001839216665805","volume":"62","author":"A-L Fayard","year":"2017","unstructured":"Fayard, A.-L., Stigliani, I., & Bechky, B. A. (2017). How nascent occupations construct a mandate: The case of service designers\u2019 ethos. Administrative Science Quarterly, 62(2), 270\u2013303.","journal-title":"Administrative Science Quarterly"},{"key":"26_CR32","doi-asserted-by":"crossref","unstructured":"Fisk, R. P., Alkire (n\u00e9e Nasr), L., Anderson, L., Bowen, D. E., Gruber, T., Ostrom, A. L., & Patr\u00edcio, L. (2020). Elevating the human experience (HX) through service research collaborations: Introducing ServCollab, Journal of Service Management, 31 (4), 615\u2013635.","DOI":"10.1108\/JOSM-10-2019-0325"},{"issue":"1","key":"26_CR33","doi-asserted-by":"publisher","first-page":"74","DOI":"10.1287\/serv.2016.0164","volume":"9","author":"F Foglieni","year":"2017","unstructured":"Foglieni, F., & Holmlid, S. (2017). Determining service value: Exploring the link between value creation and service evaluation. Service Science, 9(1), 74\u201390.","journal-title":"Service Science"},{"key":"26_CR34","unstructured":"Freire, K., & Sangiorgi, D. (2010). Service design and healthcare innovation: From consumption to co-production to co-creation. In Service Design and Service Innovation Conference (pp. 39\u201350). Link\u00f6ping Electronic Conference Proceedings."},{"key":"26_CR35","volume-title":"The constitution of society: Outline of the theory of structuration","author":"A Giddens","year":"1984","unstructured":"Giddens, A. (1984). The constitution of society: Outline of the theory of structuration. University of California Press."},{"key":"26_CR36","volume-title":"Modernity and self-identity: Self and society in the late modern age","author":"A Giddens","year":"1991","unstructured":"Giddens, A. (1991). Modernity and self-identity: Self and society in the late modern age. Stanford University Press."},{"issue":"2","key":"26_CR37","doi-asserted-by":"publisher","first-page":"3","DOI":"10.7577\/formakademisk.198","volume":"4","author":"J Gloppen","year":"2011","unstructured":"Gloppen, J. (2011). The strategic use of service design for leaders in service organizations. FORMakademisk, 4(2), 3\u201325.","journal-title":"FORMakademisk"},{"key":"26_CR38","doi-asserted-by":"crossref","unstructured":"Gloppen, J., Fjuk, A., & Clatworthy, S. (2017). The role of service design leadership in creating added customer value. In M. L\u00fcders, T. W. Andreassen, S. Clatworthy, & T. Hillestad (Eds.), Innovating for trust (pp. 230\u2013244). Edward Elgar Publishing Limited.","DOI":"10.4337\/9781785369483.00024"},{"key":"26_CR39","doi-asserted-by":"publisher","unstructured":"Golsorkhi, D., Rouleau, L., Seidl, D., & Vaara, E. (2015). Introduction: What is strategy as practice? 1\u201330. https:\/\/doi.org\/10.1017\/CCO9781139681032.001","DOI":"10.1017\/CCO9781139681032.001"},{"key":"26_CR40","doi-asserted-by":"publisher","first-page":"1645","DOI":"10.1145\/2556288.2557264","volume-title":"Proceedings of the SIGCHI Conference on human factors in computing systems","author":"CM Gray","year":"2014","unstructured":"Gray, C. M. (2014). Evolution of design competence in UX practice. InProceedings of the SIGCHI Conference on human factors in computing systems (pp. 1645\u20131654). ACM."},{"issue":"3","key":"26_CR41","doi-asserted-by":"publisher","first-page":"279","DOI":"10.1177\/1470593111408177","volume":"11","author":"C Gr\u00f6nroos","year":"2011","unstructured":"Gr\u00f6nroos, C. (2011). Value co-creation in service logic: A critical analysis. Marketing Theory, 11(3), 279\u2013301.","journal-title":"Marketing Theory"},{"key":"26_CR42","volume-title":"Total design: Managing the design process in the service sector","author":"G Hollins","year":"1991","unstructured":"Hollins, G., & Hollins, B. (1991). Total design: Managing the design process in the service sector. Pitman."},{"key":"26_CR43","doi-asserted-by":"crossref","unstructured":"Holmlid, S. (2007). Interaction design and service design: Expanding a comparison of design disciplines. In 2nd Nordic Design Research Design Conference, Stockholm.","DOI":"10.21606\/nordes.2007.031"},{"key":"26_CR44","unstructured":"Holmlid, S. (2009). Participative; co-operative; emancipatory: From participatory design to service design. In Conference Proceedings ServDes. 2009; DeThinking Service; ReThinking Design; Oslo Norway 24\u201326 November 2009 (No. 059, pp. 105\u2013118). Link\u00f6ping University Electronic Press."},{"key":"26_CR45","unstructured":"Holmlid, S. (2015). Composition and blending of practices. In D. Sangiorgi, A. Prendiville, J. Jung, & E. Yu (Eds.), Design for service innovation & development: Final Report (pp. 49\u201351). AHRC Project AH\/L013657\/1. Available at http:\/\/imagination.lancs.ac.uk\/sites\/default\/files\/outcome_downloads\/desid_report_2015_web.pdf"},{"key":"26_CR46","doi-asserted-by":"crossref","unstructured":"Holmlid, S., Ekholm, D., & Dahlstedt, M. (2021). Practice occludes diffusion: Scaling sport-based social innovations. InSocial innovation in sport (pp. 57\u201377). Palgrave Macmillan.","DOI":"10.1007\/978-3-030-63765-1_4"},{"key":"26_CR47","unstructured":"Holmlid, S., & Malmberg, L. (2018). Learning to design in public sector organisations: A critique towards effectiveness of design integration. In ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes. 2018 Conference, 18\u201320 June, Milano, Italy (No. 150, pp. 37\u201348). Link\u00f6ping University Electronic Press."},{"key":"26_CR48","doi-asserted-by":"publisher","first-page":"545","DOI":"10.1007\/978-1-4471-6590-3_25","volume-title":"The handbook of service innovation","author":"S Holmlid","year":"2015","unstructured":"Holmlid, S., Mattelm\u00e4ki, T., Visser, F. S., & Vaajakallio, K. (2015). Co-creative practices in service innovation. InThe handbook of service innovation (pp. 545\u2013574). Springer."},{"key":"26_CR49","doi-asserted-by":"crossref","first-page":"95","DOI":"10.5040\/9781474250160.ch-007","volume-title":"Designing for service: Key issues and new directions","author":"S Holmlid","year":"2017","unstructured":"Holmlid, S., Wetter-Edman, K., & Edvardsson, B. (2017). Breaking free from NSD: Design and service beyond new service development. In D. Sangiorgi & A. Prendiville (Eds.), Designing for service: Key issues and new directions (pp. 95\u2013104). Bloomsbury Publishing."},{"issue":"4","key":"26_CR50","doi-asserted-by":"publisher","first-page":"764","DOI":"10.2307\/2667055","volume":"44","author":"H Ibarra","year":"1999","unstructured":"Ibarra, H. (1999). Provisional selves: Experimenting with image and identity in professional adaptation. Administrative Science Quarterly, 44(4), 764\u2013791.","journal-title":"Administrative Science Quarterly"},{"key":"26_CR51","first-page":"18","volume":"10","author":"E Jaakkola","year":"2020","unstructured":"Jaakkola, E. (2020). Designing conceptual articles: Four approaches. Journal of the Academy of Marketing Science, 10, 18\u201326.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"2","key":"26_CR52","doi-asserted-by":"publisher","first-page":"237","DOI":"10.1177\/0170840615604500","volume":"37","author":"R J\u00e4rventie-Thesleff","year":"2016","unstructured":"J\u00e4rventie-Thesleff, R., & Tienari, J. (2016). Roles as mediators in identity work. Organization Studies, 37(2), 237\u2013265. https:\/\/doi.org\/10.1177\/0170840615604500","journal-title":"Organization Studies"},{"key":"26_CR53","volume-title":"Collaborative services. Social innovation and design for sustainability","author":"F J\u00e9gou","year":"2008","unstructured":"J\u00e9gou, F., & Manzini, E. (2008). Collaborative services. Social innovation and design for sustainability. Edizioni Polidesign."},{"issue":"6","key":"26_CR54","doi-asserted-by":"publisher","first-page":"681","DOI":"10.1108\/JOSM-07-2017-0178","volume":"30","author":"MP Joly","year":"2019","unstructured":"Joly, M. P., Teixeira, J. G., Patr\u00edcio, L., & Sangiorgi, D. (2019). Leveraging service design as a multidisciplinary approach to service innovation. Journal of Service Management, 30(6), 681\u2013715.","journal-title":"Journal of Service Management"},{"issue":"9","key":"26_CR55","first-page":"23","volume":"2","author":"S Junginger","year":"2009","unstructured":"Junginger, S. (2009). Design in the organization: Parts and wholes. Design Research Journal, 2(9), 23\u201329.","journal-title":"Design Research Journal"},{"key":"26_CR56","volume-title":"Highways and byways to radical innovation","author":"S Junginger","year":"2012","unstructured":"Junginger, S. (2012). Public innovation labs\u2014A byway to public sector innovation? In J. Christensen & S. Junginger (Eds.), Highways and byways to radical innovation (1st ed.). University of Southern Denmark & Design School.","edition":"1"},{"key":"26_CR002","doi-asserted-by":"publisher","unstructured":"Junginger, S. (2015). Organizational Design Legacies and Service Design. The Design Journal, 18(2), 209\u2013226, https:\/\/doi.org\/10.2752\/175630615X14212498964277","DOI":"10.2752\/175630615X14212498964277"},{"key":"26_CR57","unstructured":"Junginger, S., & Sangiorgi, D. (2009). Service design and organisational change. Bridging the gap between rigour and relevance. IASDR09 Conference, 19\u201322 October, Seoul."},{"issue":"2","key":"26_CR58","doi-asserted-by":"publisher","first-page":"384","DOI":"10.1108\/JSTP-05-2015-0121","volume":"27","author":"IO Karpen","year":"2017","unstructured":"Karpen, I. O., Gemser, G., & Calabretta, G. (2017). A multilevel consideration of service design conditions. Towards a portfolio of organisational capabilities, interactive practices and individual abilities. Journal of Service Theory and Practice, 27(2), 384\u2013407.","journal-title":"Journal of Service Theory and Practice"},{"issue":"2","key":"26_CR59","first-page":"41","volume":"5","author":"L Kimbell","year":"2011","unstructured":"Kimbell, L. (2011). Designing for service as one way of designing services. International Journal of Design, 5(2), 41\u201352.","journal-title":"International Journal of Design"},{"key":"26_CR60","volume-title":"The service innovation handbook: Action-oriented creative thinking toolkit for service organizations","author":"L Kimbell","year":"2014","unstructured":"Kimbell, L. (2014). The service innovation handbook: Action-oriented creative thinking toolkit for service organizations. BIS Publishers."},{"key":"26_CR61","unstructured":"Kimbell, L., & Seidel, V. P. (2008). Designing for services\u2014Multidisciplinary perspectives. Proceedings from the exploratory project on designing for services in science and technology-based enterprises."},{"key":"26_CR62","unstructured":"Kimbell, L., & Street, P. E. (2009, September). Beyond design thinking: Design-as-practice and designs-in-practice. In CRESC Conference, Manchester (pp. 1\u201315)."},{"issue":"2","key":"26_CR63","doi-asserted-by":"publisher","first-page":"303","DOI":"10.1111\/caim.12383","volume":"29","author":"AK Korper","year":"2020","unstructured":"Korper, A. K., Patr\u00edcio, L., Holmlid, S., & Witell, L. (2020). Service design as an innovation approach in technology startups: A longitudinal multiple case study. Creativity and Innovation Management, 29(2), 303\u2013323.","journal-title":"Creativity and Innovation Management"},{"key":"26_CR64","doi-asserted-by":"crossref","unstructured":"Koskela-Huotari, K., Patr\u00edcio, L., Zhang, J., Karpen, O., Sangiorgi, D., Anderson, L., & Bogicevic, V. (2021). Service system transformation through service design: Linking analytical dimensions and service design approaches. Journal of Business Research, 136, 343\u2013355.","DOI":"10.1016\/j.jbusres.2021.07.034"},{"issue":"2","key":"26_CR65","doi-asserted-by":"publisher","first-page":"100","DOI":"10.1080\/09544828.2019.1676883","volume":"31","author":"K Kunrath","year":"2020","unstructured":"Kunrath, K., Cash, P., & Kleinsmann, M. (2020). Social-and self-perception of designers\u2019 professional identity. Journal of Engineering Design, 31(2), 100\u2013126.","journal-title":"Journal of Engineering Design"},{"issue":"1","key":"26_CR66","doi-asserted-by":"publisher","first-page":"59","DOI":"10.1177\/1094670517738371","volume":"21","author":"S Kurtmollaiev","year":"2018","unstructured":"Kurtmollaiev, S., Fjuk, A., Pedersen, P. E., Clatworthy, S., & Kvale, K. (2018). Organizational transformation through service design: The institutional logics perspective. Journal of Service Research, 21(1), 59\u201374.","journal-title":"Journal of Service Research"},{"issue":"6","key":"26_CR67","doi-asserted-by":"publisher","first-page":"837","DOI":"10.1177\/0018726719846259","volume":"73","author":"A Lam","year":"2020","unstructured":"Lam, A. (2020). Hybrids, identity and knowledge boundaries: Creative artists between academic and practitioner communities. Human Relations, 73(6), 837\u2013863.","journal-title":"Human Relations"},{"issue":"6","key":"26_CR68","doi-asserted-by":"publisher","first-page":"813","DOI":"10.1080\/14606925.2019.1652531","volume":"22","author":"LN Laursen","year":"2019","unstructured":"Laursen, L. N., & Haase, L. M. (2019). The shortcomings of design thinking when compared to designerly thinking. The Design Journal, 22(6), 813\u2013832.","journal-title":"The Design Journal"},{"key":"26_CR69","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9780511815355","volume-title":"Situated learning: Legitimate peripheral participation","author":"J Lave","year":"1991","unstructured":"Lave, J., & Wenger, E. (1991). Situated learning: Legitimate peripheral participation. Cambridge University Press."},{"issue":"1","key":"26_CR70","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/14759550212106","volume":"8","author":"A Linstead","year":"2002","unstructured":"Linstead, A., & Thomas, R. (2002). What do you want from me? A poststructuralist feminist reading of middle managers\u2019 identities. Culture and Organization, 8(1), 1\u201320.","journal-title":"Culture and Organization"},{"key":"26_CR71","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1007\/978-3-642-31991-4_10","volume-title":"Design thinking research","author":"L Liu","year":"2012","unstructured":"Liu, L., & Hinds, P. (2012). The designer identity, identity evolution, and implications on design practice. InDesign thinking research (pp. 185\u2013196). Springer, Berlin, Heidelberg."},{"issue":"3","key":"26_CR72","doi-asserted-by":"publisher","first-page":"16","DOI":"10.1111\/j.1948-7169.2010.00074.x","volume":"21","author":"T Lockwood","year":"2010","unstructured":"Lockwood, T. (2010). Design thinking in business: An interview with Gianfranco Zaccai. Design Management Review, 21(3), 16\u201324.","journal-title":"Design Management Review"},{"key":"26_CR73","unstructured":"Malmberg, L. (2017). Building design capability in the public sector: Expanding the horizons of development (Doctoral dissertation). Link\u00f6ping University."},{"key":"26_CR74","volume-title":"Service design and service thinking in healthcare and hospital management","author":"L Malmberg","year":"2019","unstructured":"Malmberg, L., Rodrigues, V., L\u00e4nnerstr\u00f6m, L., Wetter-Edman, K., Vink, J., & Holmlid, S. (2019). Service design as a transformational driver toward person-centered care in healthcare. In M. Pfannstiel & C. Rasche (Eds.), Service design and service thinking in healthcare and hospital management. Springer."},{"key":"26_CR75","first-page":"1286","volume-title":"20th DMI: Academic Design Management Conference-Inflection Point: Design Research Meets Design Practice, Boston, USA, July 22\u201329, 2016","author":"L Malmberg","year":"2016","unstructured":"Malmberg, L., & Wetter-Edman, K. (2016). Design in public sector: Exploring antecedents of sustained design capability. In20th DMI: Academic Design Management Conference-Inflection Point: Design Research Meets Design Practice, Boston, USA, July 22\u201329, 2016 (pp. 1286\u20131307). Design Management Institute."},{"key":"26_CR76","first-page":"7","volume":"4","author":"E Manzini","year":"1993","unstructured":"Manzini, E. (1993). Il design dei servizi. La progettazione del prodotto-servizio. Design Management, 4, 7\u201312.","journal-title":"Design Management"},{"key":"26_CR77","doi-asserted-by":"publisher","DOI":"10.7551\/mitpress\/9873.001.0001","volume-title":"Design, when everybody designs: An introduction to design for social innovation","author":"E Manzini","year":"2015","unstructured":"Manzini, E. (2015). Design, when everybody designs: An introduction to design for social innovation. The MIT Press."},{"key":"26_CR78","volume-title":"The design of business: Why design thinking is the next competitive advantage","author":"R Martin","year":"2009","unstructured":"Martin, R. (2009). The design of business: Why design thinking is the next competitive advantage. Harvard Business School Publishing. Rotman Design Works."},{"volume-title":"Creative communities. People inventing sustainable ways of living","year":"2007","key":"26_CR79","unstructured":"Meroni, A. (Ed.). (2007). Creative communities. People inventing sustainable ways of living. Edizioni Polidesign."},{"volume-title":"Design for services","year":"2011","key":"26_CR80","unstructured":"Meroni, A., & Sangiorgi, D. (Eds.). (2011). Design for services. Gower."},{"issue":"17","key":"26_CR81","doi-asserted-by":"publisher","first-page":"1495","DOI":"10.1016\/j.jclepro.2006.01.023","volume":"14","author":"N Morelli","year":"2006","unstructured":"Morelli, N. (2006). Developing new product service systems (PSS): Methodologies and operational tools. Journal of Cleaner Production, 14(17), 1495\u20131501.","journal-title":"Journal of Cleaner Production"},{"issue":"Supp 1","key":"26_CR82","doi-asserted-by":"publisher","first-page":"S803","DOI":"10.1080\/14606925.2017.1353026","volume":"20","author":"N Morelli","year":"2017","unstructured":"Morelli, N., & De G\u00f6tzen, A. (2017). A multilevel approach for social transformations and its implications on service design education. The Design Journal, 20(Supp 1), S803\u2013S813. https:\/\/doi.org\/10.1080\/14606925.2017.1353026","journal-title":"The Design Journal"},{"key":"26_CR83","doi-asserted-by":"crossref","unstructured":"Morelli, N., & Tollestrup, C. (2007). New representation techniques for designing in a systemic perspective. Paper presented at the Nordic Design Research Conference, Stockholm, Sweden.","DOI":"10.21606\/nordes.2007.022"},{"key":"26_CR84","unstructured":"Morello, A. (1991). Design e mercato dei prodotti e dei Servizi. Document for the Doctorate Programme in Industrial Design. Milano: Politecnico di Milano."},{"key":"26_CR85","volume-title":"Design in public and social innovation: What works and what could work better","author":"G Mulgan","year":"2014","unstructured":"Mulgan, G. (2014). Design in public and social innovation: What works and what could work better. Nesta."},{"key":"26_CR86","volume-title":"Talking about machines: An ethnography of a modern job","author":"JE Orr","year":"1996","unstructured":"Orr, J. E. (1996). Talking about machines: An ethnography of a modern job. Cornell University Press."},{"issue":"2","key":"26_CR87","doi-asserted-by":"publisher","first-page":"127","DOI":"10.1177\/1094670515576315","volume":"18","author":"AL Ostrom","year":"2015","unstructured":"Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patr\u00edcio, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127\u2013159.","journal-title":"Journal of Service Research"},{"key":"26_CR88","unstructured":"Pacenti, E. (1998). Il progetto dell\u2019 interazione nei servizi. Un contributo al tema della progettazione dei servizi. PhD thesis in industrial design, Politecnico di Milan."},{"key":"26_CR89","volume-title":"The journey to the interface. How public service design can connect users to reform","author":"S Parker","year":"2006","unstructured":"Parker, S., & Heapy, J. (2006). The journey to the interface. How public service design can connect users to reform. Demos."},{"issue":"1","key":"26_CR90","doi-asserted-by":"publisher","first-page":"76","DOI":"10.1287\/serv.2017.0201","volume":"10","author":"L Patr\u00edcio","year":"2018","unstructured":"Patr\u00edcio, L., De Pinho, N. F., Teixeira, J. G., & Fisk, R. P. (2018). Service design for value networks: Enabling value cocreation interactions in healthcare. Service Science, 10(1), 76\u201387.","journal-title":"Service Science"},{"issue":"2","key":"26_CR91","doi-asserted-by":"publisher","first-page":"180","DOI":"10.1177\/1094670511401901","volume":"14","author":"L Patr\u00edcio","year":"2011","unstructured":"Patr\u00edcio, L., Fisk, R. P., Falc\u00e3o e Cunha, J., & Constantine, L. (2011). Multilevel service design: From customer value constellation to service experience blueprint. Journal of Service Research, 14(2), 180\u2013200.","journal-title":"Journal of Service Research"},{"issue":"1","key":"26_CR92","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1177\/1094670517746780","volume":"21","author":"L Patr\u00edcio","year":"2018","unstructured":"Patr\u00edcio, L., Gustafsson, A., & Fisk, R. P. (2018). Upframing service design and innovation for research impact. Journal of Service Research, 21(1), 3\u201316.","journal-title":"Journal of Service Research"},{"issue":"5","key":"26_CR93","doi-asserted-by":"publisher","first-page":"889","DOI":"10.1108\/JOSM-11-2019-0332","volume":"31","author":"L Patr\u00edcio","year":"2020","unstructured":"Patr\u00edcio, L., Sangiorgi, D., Mahr, D., \u010cai\u0107, M., Kalantari, S., & Sundar, S. (2020). Leveraging service design for healthcare transformation: Toward people-centered, integrated, and technology-enabled healthcare systems. Journal of Service Management, 31(5), 889\u2013909.","journal-title":"Journal of Service Management"},{"key":"26_CR94","doi-asserted-by":"publisher","DOI":"10.3384\/diss.diva-165087","volume-title":"Designing for resilience: Navigating change in service systems","author":"V Rodrigues","year":"2020","unstructured":"Rodrigues, V. (2020). Designing for resilience: Navigating change in service systems (Vol. 2065). Link\u00f6ping University Electronic Press."},{"key":"26_CR95","volume-title":"ServDes. 2020 Tensions, Paradoxes+ Plurality","author":"V Rodrigues","year":"2020","unstructured":"Rodrigues, V., Holmlid, S., & Blomkvist, J. (2020). Patterns of disruption: Diagnosing response mechanisms in actor networks. InServDes. 2020 Tensions, Paradoxes+ Plurality. Link\u00f6ping University Electronic Press."},{"key":"26_CR96","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1177\/1094670511435541","volume":"15","author":"S Sampson","year":"2012","unstructured":"Sampson, S. (2012). Visualizing service operations. Journal of Service Research, 15, 182\u2013198.","journal-title":"Journal of Service Research"},{"key":"26_CR97","unstructured":"Sangiorgi, D. (2009). Building a framework for Service Design research. EAD Conference \u2018Connexity\u2019, 1\u20133 April, Aberdeen."},{"issue":"2","key":"26_CR98","first-page":"29","volume":"5","author":"D Sangiorgi","year":"2011","unstructured":"Sangiorgi, D. (2011). Transformative services and transformation design. International Journal of Design, 5(2), 29\u201340.","journal-title":"International Journal of Design"},{"key":"26_CR99","doi-asserted-by":"publisher","first-page":"309","DOI":"10.1080\/14606925.2019.1595422","volume":"22","author":"D Sangiorgi","year":"2019","unstructured":"Sangiorgi, D., Michelle, F., McAllister, S., Mulvale, G., Sneyd, M., Vink, J., & Warwick, L. (2019). Designing in highly contentious areas: Perspectives on a way forward for mental healthcare transformation. Design Journal, 22, 309\u2013330.","journal-title":"Design Journal"},{"volume-title":"Designing for service: Key issues and new directions","year":"2017","key":"26_CR100","unstructured":"Sangiorgi, D., & Prendiville, A. (Eds.). (2017). Designing for service: Key issues and new directions. Bloomsbury Publishing."},{"key":"26_CR101","unstructured":"Sangiorgi, D., Prendiville, A., & Ricketts, A. (Eds.) (2014). Design for Service Innovation and Development. AHRC funded research report. Lancaster University, ISBN 978-1-86220-323-5."},{"key":"26_CR102","volume-title":"Career dynamics: Matching individual and organizational needs","author":"EH Schein","year":"1978","unstructured":"Schein, E. H. (1978). Career dynamics: Matching individual and organizational needs. Addison-Wesley."},{"issue":"2","key":"26_CR103","doi-asserted-by":"publisher","first-page":"134","DOI":"10.1177\/1474022214560159","volume":"14","author":"F Segelstr\u00f6m","year":"2015","unstructured":"Segelstr\u00f6m, F., & Holmlid, S. (2015). Ethnography by design: On goals and mediating artefacts. Arts and Humanities in Higher Education, 14(2), 134\u2013149.","journal-title":"Arts and Humanities in Higher Education"},{"issue":"1","key":"26_CR104","doi-asserted-by":"publisher","first-page":"49","DOI":"10.1108\/EUM0000000004799","volume":"16","author":"GL Shostack","year":"1982","unstructured":"Shostack, G. L. (1982). How to design a service. European Journal of Marketing, 16(1), 49\u201363.","journal-title":"European Journal of Marketing"},{"issue":"1","key":"26_CR105","first-page":"133","volume":"62","author":"GL Shostack","year":"1984","unstructured":"Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133\u2013139.","journal-title":"Harvard Business Review"},{"key":"26_CR106","doi-asserted-by":"publisher","DOI":"10.4135\/9781446250655","volume-title":"The dynamics of social practice: Everyday life and how it changes","author":"E Shove","year":"2012","unstructured":"Shove, E., Pantzar, M., & Watson, M. (2012). The dynamics of social practice: Everyday life and how it changes. Sage."},{"issue":"10","key":"26_CR107","doi-asserted-by":"publisher","first-page":"1163","DOI":"10.1177\/00187267035610001","volume":"56","author":"S Svenningsson","year":"2003","unstructured":"Svenningsson, S., & Alvesson, M. (2003). Managing managerial identities: Organizational fragmentation, discourse and identity struggle. Human Relations, 56(10), 1163\u20131193.","journal-title":"Human Relations"},{"issue":"3","key":"26_CR108","doi-asserted-by":"publisher","first-page":"240","DOI":"10.1177\/1094670516680033","volume":"20","author":"J Teixeira","year":"2017","unstructured":"Teixeira, J., Patr\u00edcio, L., Huang, K.-H., Fisk, R. P., N\u00f3brega, L., & Constantine, L. (2017). The MINDS method: Integrating management and interaction design perspectives for service design. Journal of Service Research, 20(3), 240\u2013258.","journal-title":"Journal of Service Research"},{"key":"26_CR109","unstructured":"Thackara, J. (2007). Wouldn\u2019t it be Great if \u2026 London: Dotto07, Design Council."},{"volume-title":"Innovation by design in public services","year":"2008","key":"26_CR110","unstructured":"Thomas, E. (Ed.). (2008). Innovation by design in public services. Solace Foundation Imprint."},{"key":"26_CR111","doi-asserted-by":"publisher","first-page":"86","DOI":"10.1016\/j.destud.2015.10.004","volume":"42","author":"MW Tracey","year":"2016","unstructured":"Tracey, M. W., & Hutchinson, A. (2016). Uncertainty, reflection, and designer identity development. Design Studies, 42, 86\u2013109.","journal-title":"Design Studies"},{"issue":"1","key":"26_CR112","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s11747-007-0069-6","volume":"36","author":"SL Vargo","year":"2008","unstructured":"Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1\u201310.","journal-title":"Journal of the Academy of Marketing Science"},{"key":"26_CR113","doi-asserted-by":"publisher","unstructured":"Vink, J., Koskela-Huotari, K., Tronvoll, B., Edvardsson, B., & Wetter-Edman, K. (2020). Service ecosystem design: Propositions, process model, and future research agenda. Journal of Service Research. https:\/\/doi.org\/10.1177\/1094670520952537","DOI":"10.1177\/1094670520952537"},{"issue":"3","key":"26_CR114","doi-asserted-by":"publisher","first-page":"251","DOI":"10.1177\/0266242609102274","volume":"7","author":"TJ Watson","year":"2009","unstructured":"Watson, T. J. (2009). Entrepreneurial action, identity work and the use of multiple discursive resources. International Small Business Journal, 7(3), 251\u2013274.","journal-title":"International Small Business Journal"},{"key":"26_CR115","volume-title":"Sensemaking in organizations","author":"KE Weick","year":"1995","unstructured":"Weick, K. E. (1995). Sensemaking in organizations (Vol. 3). Sage."},{"key":"26_CR116","volume-title":"Communities of practice: Learning, meaning and identity","author":"E Wenger","year":"1996","unstructured":"Wenger, E. (1996). Communities of practice: Learning, meaning and identity. Cambridge University Press."},{"key":"26_CR001","unstructured":"Wetter-Edman, K. (2014). Design for service \u2013 a framework for articulating designers\u2019 contribution as interpreter of users\u2019 experience. Doctoral dissertation, University of Gothenburg, Gothenburg."},{"issue":"2","key":"26_CR117","doi-asserted-by":"publisher","first-page":"106","DOI":"10.1287\/serv.2014.0068","volume":"6","author":"K Wetter-Edman","year":"2014","unstructured":"Wetter-Edman, K., Sangiorgi, D., Edvardsson, B., Holmlid, S., Gr\u00f6nroos, C., & Mattelm\u00e4ki, T. (2014). Design for value co-creation: Exploring synergies between design for service and service logic. Service Science, 6(2), 106\u2013121.","journal-title":"Service Science"},{"issue":"9","key":"26_CR118","doi-asserted-by":"publisher","first-page":"1413","DOI":"10.1108\/JBIM-03-2019-0133","volume":"35","author":"C Windahl","year":"2020","unstructured":"Windahl, C., Karpen, I. O., & Wright, M. R. (2020). Strategic design: Orchestrating and leveraging market-shaping capabilities. Journal of Business and Industrial Marketing, 35(9), 1413\u20131424. https:\/\/doi.org\/10.1108\/JBIM-03-2019-0133","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"1","key":"26_CR119","doi-asserted-by":"publisher","first-page":"40","DOI":"10.1177\/1094670517709356","volume":"21","author":"E Yu","year":"2018","unstructured":"Yu, E., & Sangiorgi, D. (2018). Service Design as an approach to implement the value cocreation perspective in new service development. Journal of Service Research, 21(1), 40\u201358.","journal-title":"Journal of Service Research"}],"container-title":["The Palgrave Handbook of Service Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-91828-6_26","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,11,22]],"date-time":"2023-11-22T04:11:55Z","timestamp":1700626315000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-030-91828-6_26"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022]]},"ISBN":["9783030918279","9783030918286"],"references-count":120,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-91828-6_26","relation":{},"subject":[],"published":{"date-parts":[[2022]]},"assertion":[{"value":"25 May 2022","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}}]}}