Service Design Leadership

Judith Gloppen
The Oslo School of Architecture and Design, Norway

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Ingår i: Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Linköping Electronic Conference Proceedings 59:7, s. 77-92

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Publicerad: 2012-09-19

ISBN: 978-91-7519-771-5

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


The service sector is now the dominant part of many western economies – and seems to be growing in importance. To differentiate their offerings; service providers need to be innovative to meet conscious and unconscious user needs. The innovation process to improve and redesign the way organizations deliver services demands collaboration from multiple sources; of which two are competence in design and in strategic leadership. The variety of services offered in the market raises cross-functional internal and external service leadership issues. How businesses understand and organize design activities can have a profound impact on the innovation process and outcome. Organizational leaders are often not designers. However; they are part of the design and innovation process in creating the vision and by making design-related decisions to obtain the envisioned future. The emergence of the service economy calls for rethinking within leadership. Thus; the term service design leadership is introduced in this paper to reflect a new attitude towards leadership in the service economy in response to the characteristics of services.


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