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Authors:Judith Gloppen: The Oslo School of Architecture and Design, Norway
Publication title:Service Design Leadership
Conference:Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009
Publication type: Abstract and Fulltext
Article No.:007
Abstract: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.
No. of pages:16
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
Publisher:Linköping University Electronic Press; Linköpings universitet

Judith Gloppen (2009). Service Design Leadership, Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009;article=007 (accessed 12/1/2015)