Fragile Liaison — Opportunities and Challenges in Cross Organisational Service Networks

Jaana Hyvärinen
Department of Design, School of Arts, Design and Architecture, Aalto University, Helsinki, Finland

Jung-Joo Lee
Department of Design, School of Arts, Design and Architecture, Aalto University, Helsinki, Finland

Tuuli Mattelmaki
Department of Design, School of Arts, Design and Architecture, Aalto University, Helsinki, Finland

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Ingår i: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:34, s. 354-364

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Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

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


The aim of this paper is to identify what kind of needs and challenges exist in cross-organisational and cross-sector collaboration in service networks and how service design can contribute to tackle the challenges. The paper interrogates a project called ‘Customer-centred service networks in L area’; initiated by the City. The project aimed to build more holistic service networks; involving private and third sector organisations; and to embed customer-centeredness in the networks. This experimental project revealed various kinds of tensions from the participating organisations and the employees in building such networks. We conducted 16 interviews with participants of the project to interrogate challenges and opportunities. The findings point out that in addition to focusing on customer centeredness; a shift to emphasize collaboration between different actors is crucial in service design.


Service network; organisational change; design for services; collaboration; senior services


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