Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Fragile Liaison ‚ÄĒ Opportunities and Challenges in Cross Organisational Service Networks
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Title:
Fragile Liaison ‚ÄĒ Opportunities and Challenges in Cross Organisational Service Networks
Author:
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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Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
034
Pages:
354-364
No. of pages:
11
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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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 ‚ÄėCustomer-centred service networks in L area‚Äô; 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.

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

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

Author:
Jaana Hyvärinen, Jung-Joo Lee, Tuuli Mattelmaki
Title:
Fragile Liaison ‚ÄĒ Opportunities and Challenges in Cross Organisational Service Networks
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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Jaana Hyvärinen, Jung-Joo Lee, Tuuli Mattelmaki
Title:
Fragile Liaison ‚ÄĒ Opportunities and Challenges in Cross Organisational Service Networks
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